“CSBA helps us enhance customer experience and drive continuous improvement in the organisation”
Overview
Housing providers significantly impact their customers’ quality of life and well-being. Recognising this, Hume Community Housing (Hume) partnered with CSBA to design and manage a revitalised Voice of Customer (VoC) feedback program to drive customer satisfaction and enhance organisational efficiency.
“Hume serves over 9,000 customers across New South Wales, making it essential for us to understand their experiences and use their feedback to inform business decisions. CSBA developed and manages our quarterly VoC program, providing highly accessible and easy-to-understand feedback through interactive dashboards. This allows us to share valuable insights across the organisation, particularly with our customer service and maintenance teams.”
Hume’s VoC program identifies important service gaps and empowers departments to design more customer-centric processes, leading to improved experiences and satisfaction.
Understanding the customer experience
CSBA distribute quarterly surveys to customers, analysing results and feedback which allows Hume’s customer facing teams to act on valuable insights in real-time.
Customer experience can be analysed at a journey level, region and tenancy length from any device. It enables Hume to continually track key metrics and rapidly pinpoint areas that deserve attention. Hume uses the platform to drill into data, analyse customer comments for sentiment and receive notifications on specific survey responses.
Acting on what matters most to customers
Since bringing the VoC feedback program onboard, we’ve seen substantial improvements to satisfaction with our repairs team and are recognised as being easier to deal with too. Importantly, better understanding our customer’s experiences has led to us redesigning internal processes to better meet their needs. Our staff also benefit by learning from feedback to improve interactions with customers when they contact us.
