Together Housing Association has signed up with Rant & Rave in order to gain better customer insights.
Together Housing has introduced Rant & Rave’s Fast Feedback solution which uses text messages to generate faster customer feedback and insights that can be acted on immediately. By sending a text message to every Together Housing tenant after a service has been provided or transaction completed, tenants now have the opportunity to explain what really matters to them, in their own words.
The instant feedback is then accessed by Together Housing’s staff and managers through an easy-to-understand online dashboard, highlighting strengths, weaknesses, opportunities and threats across business and staff performance.
Stephen Batley, head of business improvement, Together Housing Group, said, “One of the driving factors behind our new approach was the need to provide more immediate operational feedback so that our managers and staff can improve their performance. By contrast, all of our previous customer insights were from strategic research, following a customer-service interaction via telephone surveys.
“Rant & Rave will give us daily feedback, as near to ‘in the moment’ as possible, enabling us to respond to specific issues faster and to improve our strategic customer insights.”