Customer expectations are changing dramatically when it comes to utility telephone customer service. Customers want a strong, supportive experience, particularly considering that the telephone remains the primary channel for service. Failing to deliver on these expectations can have major consequences. In fact, ContactBabel research found the utility sector is losing £448 million every year in revenue due to customers switching…
It’s now three months since the introduction of new Tenant Satisfaction Measures (TSMs) across social housing. They cover five areas, including the state and safety of properties, and how landlords effectively handle complaints. Housing associations must report on TSMs to the regulator, using a mix of tenant satisfaction surveys and management information. Initial indications suggest that TSMs are highlighting multiple…
Customer service within local government remains a priority as councils aim to meet the changing needs of their citizens. However, data from the Local Government Association suggests that councils will need to spend an additional £2.6 billion per year just to maintain services at their current level of accessibility and quality. This enormous funding shortfall potentially impacts everything that local…
Utility customer service teams face multiple challenges in delivering the right experience to meet customer needs. They have to handle a growing number of increasingly complex interactions, across channels from traditional letters to social media. No wonder that the latest ContactBabel Utilities Guide finds that they are struggling in some of key areas. Average speed to answer a call is…
As they cater for a very wide demographic, housing association customer service must meet diverse needs, including supporting some of the most vulnerable groups in society. They also have to deliver on new Tenant Satisfaction Measures set by the regulator. This requires housing associations to become more open and engage with their tenants and their needs. Meeting diverse needs across…
From 1 April 2023, housing associations must report on their performance against 22 Tenant Satisfaction Measures (TSMs). Set by the Regulator of Social Housing, these TSMs are part of the drive to ensure the sector is customer-centric and responding to the changing needs of tenants. The TSMs cover five key areas: Keeping properties in good repair Maintaining building safety Effective…
Delivering the right experience to tenants is at the heart of every successful housing association. And, as customer needs change, offering more digital channels and services is crucial to both effectiveness and efficiency of their operations, as we covered in this previous blog. The benefits of AI-powered chatbots for housing associations As part of this digital shift, more and more…
Two key trends are driving the evolution of the customer experience delivered by financial services brands. The first is the rise of agile new rivals, which is increasing competition and disrupting traditional banking models. Often these new players base their whole business model on offering a personalised, responsive customer experience. Secondly, digital channels are growing fast, with more and more…
Customers increasingly want to interact with their local councils digitally, rather than having to pick up the phone or visit physical offices. It saves them time and makes transactions simpler and easier to do. Embracing digital technology also provides local government with multiple benefits. It helps councils to be more efficient, thus saving money, as well as enabling them to…
Harnessing digital technology is one of the top 3 priorities for Legal firms. A trend hastened by the switch to hybrid working as legal teams look to collaborate internally and engage with clients without face-to-face contact. However, while going digital is a priority, it is essential that it doesn’t impact the high levels of service quality that clients expect. In…
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