Salix Homes is now using SmartVoice ViewPoint, a customer feedback system from Sinclair Voicenet, in order to get a better understanding of tenant satisfaction levels and improve services to tenants. The system is being paid for on a per-survey basis, without requiring any capital expense.
Replacing the manual, paper-based surveys used in the past by the housing provider, SmartVoice ViewPoint will allow up to 3,500 surveys to be automatically carried out each month by telephone, web or SMS, with tenants given a wider choice regarding how they complete the surveys, with the aim of increasing response rates and providing Salix Homes with better feedback.
Salix Homes can now conduct IVR (interactive voice response) surveys immediately after calls while they are still fresh in the minds of tenants. It will help to increase first-time fix rates and reduce the number of unnecessary and costly repeat service visits, with automatic alerts sent to managers by SMS or email if results fall outside acceptable limits.
Pam Roberts, customer relationship manager, Salix Homes, said, “SmartVoice ViewPoint will allow our customer insight team to automate the entire survey process and deliver cost savings by allowing us to redeploy staff to other productive activities. The system will give us an effective way to manage the full customer journey from initial point of contact to resolution.
“Sinclair Voicenet’s customer feedback system will improve our ability to assess how we measure up to published operational performance indicators such as the percentage of calls answered within 30 seconds, appointments kept and emergency repairs completed on time.”
In addition, Salix Homes now has a web-based dashboard where real-time business intelligence can be viewed and a comprehensive range of reporting tools can be used to create and deliver bespoke reports to designated staff and stakeholders.