What happens to your feedback?
We rely on a range of methods of engagement, from simple feedback surveys, through to consultations, scrutiny and decision making. This provides customers with strengthened opportunities to scrutinise our performance and provide feedback about the services we deliver.
Performance and satisfaction feedback
This feedback usually comes from short surveys taken over the phone or by SMS. It may be used within a team to assess performance and deal with minor issues or it could feed into wider performance reporting. Feedback from the main Customer Survey will inform many of our key performance indicators. These are then used as a quality check across the whole organisation, to identify any trends and put corrective or improvement action in place. These are submitted to the Council and the Regulator of Social Housing. We also provide a detailed performance report quarterly to our Operational Board. The scrutiny panel (Customer Voice) also look at performance figures to identify any areas they want to review in more detail.
Feedback collected from consultations
The outcomes of consultations are usually considered as part of a review to a particular policy review, service or to gather views on an estate improvement or other local matter. They can be found in specific reports taken to our Operational Board and are available on our Committee Meeting Information Site. We also report on the outcomes of consultations in our newsletter.
Scrutiny and mystery shopping
The Customer Voice scrutiny group have been in place since April 2012. They carry out a number of reviews each year. The focus of each review is usually decided on by the group. It can be a specific service or it could relate to a number of services and teams that affect a performance target. It could be based on a trend in complaints or performance figures, or it could relate to a specific customer journey that spans multiple services and contact points.
Customer Voice members carry out their review over a number of months and write up their findings in a report that is presented to service and senior managers and the Operational Board. It usually contains a number of recommendations or suggestions to be implemented. Following on from this, the relevant service manager(s) put in place an action plan to update the scrutiny panel and the Operational Board on their progress.
Mystery shopping is a series of short tests on specific customer service points. The findings from mystery shopping exercises are then compiled into a report that is presented to senior management. Any findings or related actions are then fed back to managers and staff.