Customer Experience
Knowing your customers is more important than ever. Through our customer experience consultancy practice, we support organisations to understand, enhance and improve the end-to-end customer experience.
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Customer expectations are evolving.
Satisfaction is in the spotlight, and both residents and regulators are challenging landlords to listen, resolve, and evolve so that the services customers receive continue to improve and impress.
Now more than ever landlords need to understand what good looks like in their organisation, and take action to protect positive performance, and use insights for targeted improvement. Together with our partners from our Housemark Hub, our customer experience consultancy practice are here to help.
TSM Surveys
Engage, listen, learn. Independent survey design, delivery, and analysis is essential to capturing impartial, non-biased insights that you can act upon. At Housemark, we pride ourselves on data collection and analysis, but we know that good research isn’t just about your results but brings together your performance in the context of wider sector norms.
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CGA Heartbeat
We know customer experiences stretch beyond the contact centre and often many interactions influence overall customer satisfaction levels – but do you really know what it feels like to experience your service? Delivered by CGA through our Housemark Hub, we use the unique Heartbeat® methodology to provide in-depth insights on your customers’ experiences. Combining data and insights, Housemark and CGA work together to deliver a bespoke end-to-end experience map – visualising a customer’s journey, their needs and expectations, as well as how you perform throughout their lifecycle.
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TSM Analysis
Make sense of survey data with our TSM analysis. Taking feedback directly from the data you have captured, we’ll provide independent analysis of key trends, reveal areas for improvement, and provide a roadmap of recommendations that will help improve your performance. With unrivalled reach, we’ll also provide valuable insight into how you’re doing against your own business goals, and wider sector context.
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