Accent Foundation has announced that it is piloting the Call-2-Survey tool from The Housing Contact Company to double the response rates of its repairs satisfaction surveys.
Accent’s repairs satisfaction feedback service now starts with an automatic phone call the day after the repair was completed. The outcome of the call is logged to give Accent immediate business intelligence to help it manage the performance of its repairs contractors and instant feedback on what residents think about the repairs service.
Andrew Kidds, repairs manager, Accent Foundation, said, “We previously had two temporary members of staff dedicated to outbound calls to get us from an eight per cent response rate to an average of around 14 per cent, but we were always dealing with old information and challenged regularly that the volume of data wasn’t representative.
“I was a little bit sceptical about the Call-2-Survey service at first but based on the success achieved with a UK automotive industry version, I was prepared to give it a go. I wanted a broader, more representative view of our performance, but I also needed feedback that allowed us to do something proactive within our operations.”
Accent residents are very positive about the new service and response rates have now more than doubled to an average of around 30 per cent. The housing provider plans to use customer profiling data to trigger surveys in other languages to increase the response rate further.