Daily ‘Trickled’ TSM Surveys to Improve Overall Tenant Satisfaction
Wandle Housing Association is a forward-thinking 7,000+ unit social housing
provider in South-East England. They are shaking up their customer
engagement strategy by using an innovative approach to gathering their TSM
satisfaction data. The results include improvements to their overall
customer satisfaction levels and enable Wandle to be more responsive to
tenants while using less resources.
With the government’s new Tenant Satisfaction Measures (TSMs) due to become
mandatory in England by April 2023, Wandle wanted to get a head start.
They have begun gathering their satisfaction data before the TSMs become
regulated, helping them and their customers to be more prepared. But their
own approach is a little different.
If we did the TSMs in one go, we’d have thousands of comments to read, and it’s not practical
Traditionally, gathering customer satisfaction data ‘en masse’ has been a mammoth task for any Registered Social Landlord (RSL). Usually, it’s done by conducting a single annual survey at one point in time. This brings a
massive amount of satisfaction data which does provide an answer to the question “how are we performing”, but doesn’t allow us to actually act on any of the feedback given because of the sheer volume of information gathered.
Improving performance in response to customer feedback is a key
focus of the Government White Paper so, by not reading and understanding
the results, social landlords are missing an important opportunity for
continuous improvement. This typically happens because of a lack of
resources, rather than a lack of desire to do something with the results.
Wandle have come up with, and implemented, a solution to this problem in advance of the new TSM regulations. Using their transactional surveying platform CX-Feedback, they have automated the delivery of their annual satisfaction survey to every tenant, trickled out little by little over the course of the year. The system delivers a satisfaction survey to every tenant on the anniversary of their own tenancy start date, so the survey is spread out over the course of the year. This eradicates the painful, manual task of sending satisfaction surveys to tenants, which is replaced by an automated yet very personalised service. Wandle are able to instantly read, understand and manage the responses that come in because they are received over time in a much more manageable fashion than before. This type of system avoids the huge customer satisfaction ‘data dump’ that comes with carrying out a perceptional survey of all tenants at one point in time.