Together Housing Association, has partnered with Rant & Rave, the UK leader in real-time customer engagement technology, to enable the business to respond to customers more rapidly and gain deeper customer insight. Together Housing Association is a leading housing association in the north of England, owning and managing more than 37,000 homes.
Together Housing Association has introduced Rant & Rave’s Fast Feedback solution which will use text messages to generate quicker customer feedback and insight that can be acted on by the business. By sending an SMS to every Together Housing customer after a service has been provided or transaction completed, customers have the opportunity to explain what really matters to them, in their own words. The instant feedback is then accessed by staff and managers through an easy to understand online dashboard, highlighting strengths, weaknesses, opportunities and threats across business and staff performance. The output of which is then shared and acted upon across the wider business.
Stephen Batley, Head of Business Improvement at Together Housing Group, said: “One of the driving factors behind our new approach was a need to provide more immediate operational feedback that allows managers and staff to improve their performance. Previously, all our customer insight has been obtained from strategic research, following a customer service interaction via telephone surveys.”
“Rant & Rave will give us daily feedback, as near to ‘in the moment’ as possible enabling us to both respond to specific issues more rapidly, and to improve our strategic customer insight.”
Kenny Bain, CEO of Rant & Rave, said: “We are delighted to support Together Housing Association with their customer engagement programme. Our state-of-the-art technology gives them a cost-effective solution to reach a wide demographic. With their ambition to offer consistently brilliant services, along with our vast experience in the housing sector, we’ll form a great partnership.”
In addition, staff and managers at Together Housing have welcomed Rant & Rave’s Frontline Engagement technology to capture feedback and measure staff performance. This enables the customer-facing departments the opportunity to recognise good customer service as well as offer extra support where appropriate. As a result of using Rant & Rave’s technology, Together Housing has increased its customer response rate.