Orbit Group has reported that it is launching the social housing sector’s first real-time tenant feedback system. The real-time system is being implemented by Rant & Rave, a provider of SaaS-based customer engagement solutions.
The Rant & Rave system will ask tenants for feedback via text message, voice message or email. This feedback is uploaded onto the Rant & Rave dashboard which members of Orbit’s staff can log into, enabling them to quickly see any negative comments they need to react to, and celebrate any great feedback for staff.
Louise Oakley, director of service excellence, Orbit Group, said, “As part of Orbit’s ‘2020 Vision’ of reaching 90 per cent customer satisfaction and having 75 per cent of customers accessing services online, this is an important step forward in making sure we are meeting customers’ needs. We want to be able to give our customers the best service possible and this new technology helps us do that.
“Before we launched Rant & Rave, we had telephone surveys which gave us a snapshot of an individual’s opinion but it was very limited. With the introduction of Rant & Rave, we can find out what our customers are thinking in real-time; we can easily pinpoint where we’re going right and wrong, and most importantly give people a voice and the chance to air their views as soon as they’ve finished on the phone.”
Dennis Fois, CEO, Rant & Rave, said, “Expectation of excellent customer service is at an all-time high. Housing providers are in a unique position where customer service can easily be overlooked. However, Orbit Group is leading the way in customer service, ensuring it is giving its customers a voice and, most importantly, acting on it.”