Orbit has chosen Qualtrics’ experience management (XM) platform as part of its ambition of providing ‘everyday excellence’ for its customer experience.
Qualtrics’ XM platform will give Orbit a complete view of its customers’ experiences by capturing feedback across multiple channels such as digital, phone calls and community forums, and from neighbourhood visits, repairs and complaints.
This new partnership is part of Orbit’s five-year ‘everyday excellence’ programme to reshape teams, tools and systems to strengthen how the housing provider listens to, connects with and responds to its customers.
Using Qualtrics, Orbit will be able to analyse open-text responses and call transcripts to spot emerging themes, trends and sentiment in real time, enabling its teams to identify and respond to customers’ needs quickly.
Joe Brownless, chief customer officer, Orbit Group, said, “Listening to our customers and acting on what they tell us is central to ‘everyday excellence’. Qualtrics will give us better insights into our customers’ experiences and help us to focus our improvements on where they’ll have the greatest impact.”
