Metropolitan Housing Partnership has reduced the time spent on customer satisfaction surveys by 70 per cent following the introduction of a web-based enterprise feedback management system from QuestBack.
The enterprise-level research service is being used by MHP to record and analyse customer feedback on over 10,000 general repairs carried out each year. The QuestBack software provides the customer services team with daily notifications of every repair completed to enable timely follow-ups.
Pauline Jobe, service scrutiny officer, Metropolitan Housing Partnership, said, “We have already cut the time spent on the repairs survey by a staggering 70 per cent as we are able to upload our customer data into QuestBack. The QuestBack service has helped us to more efficiently manage a complex task and noticeably improves the way we measure customer satisfaction levels.
“We conduct most surveys by telephone, but we wanted a cost effective and efficient way of analysing the raw data in-house. The QuestBack service not only cuts our costs, it also enables every member organisation to access analysis of its own customers’ feedback while benchmarking the results against each other.”
MHP is also using the QuestBack service for its ‘Mystery Shopping’ programme to gain feedback on its customer services and other satisfaction monitoring programmes such as anti-social behaviour and complaints surveys.