Affinity Sutton is using software from customer engagement specialists Rant & Rave to capture real-time feedback from its tenants.
Anyone who calls Affinity Sutton’s contact centre is now invited via text message to share their thoughts on the service they received, and anyone visiting the housing provider’s website is also invited via a web widget to rate their experience and comment in real time.
Rant & Rave’s technology instantly interprets every comment and presents the results back to Affinity Sutton for action. Opportunities for process improvements are highlighted, outstanding customer service recognised and training needs addressed.
Affinity Sutton is also using Rant & Rave’s Frontline Engagement module to present the voice of its tenants back to the wider business in an engaging way. Individual agents can read feedback received specifically about them and view how their performance compares to others in their team.
Catrin Jones, director of customer service, Affinity Sutton, said, “We are constantly looking for ways to better understand what is driving tenant satisfaction. The feedback that we get via Rant & Rave allows us to focus our efforts on the processes and services that have the greatest impact and matter most to our customers.”
Hammersmith & Fulham Council and Mitie join the Raveolution
Hammersmith & Fulham Council and its contractors Mitie are also now using Rant & Rave to give residents the ability to provide real-time feedback on repairs.
Since June 2016, residents who have contacted Mitie to report a fault or request a repair are being invited to rate the service they have received and share their thoughts via text.
Rant & Rave’s technology collates and analyses every comment instantly and routes the results back to the appropriate Mitie contacts so that residents who are less than satisfied can be contacted quickly and have their issues dealt with.