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Listening to you - learning from you

“The Clearview system has been fantastic for us. It is quickly becoming embedded within our organisation and fully supports our customer centric approach. It has enabled us to focus on the things that matter to our customers and deliver against them. This has had a hugely beneficial effect on customer satisfaction, a reduced cost of delivery for us and an increase in staff morale as we are genuinely delivering a top quality service to be proud of to our customer communities.”

doorstep tablet.jpgDerby Homes, a leading Arms Length Management Organisation, managing social housing in the East Midlands have been using Clearview’s Customer insight tools to support their customer centric strategic initiative “Listening to you – learning from you”. Now in their second year of using the system, the team at Derby Homes share their story.

The “Listening to you – learning from you” initiative has played a pivotal role in the organisation’s continuing success. By channelling customer feedback directly into the organisation, staff are empowered to make a difference, and are able to identify and deliver on customer priorities.

Changing lives within the communities we serve

Mike Ainsley, Chair of Derby Homes says,

Mike Ainsley, Chair of Derby Homes“Most of the work we do is about collecting rent and looking after the bricks and mortar, but we are about much more than that. The wider work we do is about changing lives within the communities we serve: rejuvenating neighbourhoods, inspiring young people, and helping those who need extra support. Our creative approach to tackling new projects and challenges has produced some truly innovative, efficient and customer focussed solutions.”

 

The man responsible for ensuring the customer centric approach delivers results is James Joyce, James Joyce, jim joyce.jpgCustomer Engagement and Community Development Manager at Derby HomesCustomer Engagement and Community Development Manager. Jim says,

“We recognised that we needed a system to support our programme of activities. We researched the market and ran a competitive tender process and Clearview was the winner. To be honest, we were blown away by the functionality of the system: it was designed and built with a customer feedback focus in mind and has underpinned all that we have done on our 'listening to you – learning from you' initiative.”

Clearview empowers staff to self-serve reports and find things out for themselves

Clearview’s Customer insight suite contains a number of modules that help organisations tackle the challenges of obtaining customer insight from data. The process of obtaining insight requires customer data from a variety of sources to be collected together, before being analysed by the people who need the information.

Paul Cole, Customer Communications Manager, Derby Homes says,

Paul Cole, Customer Communications Manager at Derby Homes

“We started by populating the system with basic customer details from our housing management system via an overnight feed. However we needed more information to support our profiling including transactional account status information and personal characteristic data like preferred communication methods. We extended the data feeds into the system and now have a comprehensive and accurate single view of the customer that is used throughout the organisation from our customer facing call centre and field based staff to our senior management team.”

Having collected the core customer data, the Clearview Customer insight suite goes further by helping to analyse this data, enabling users to derive the required insight by using the integral web-based data analytics tool. As a result, staff are able to focus their efforts on the things that matter most - both to the customers, and the business.

Customer perception by area of the value they get for the rent they pay

Figure 1: Customer perception by area of the value they get for the rent they pay

Margaret Facey, Customer Engagement Officer, says,

Margaret Facey, Customer Engagement Officer at Derby Homes“We use the Clearview data analysis tools extensively for identifying target groups. We then use this information to focus our teams on collecting feedback from these groups to ensure we are tackling the issues that matter to them.”

Clearview provides a focus for all customer feedback

An optional module of the Clearview Customer insight suite is the Survey Manager which can be used to build targeted surveys. These questionnaires are used to solicit the information needed to both inform, and educate, staff as to what the priorities are.

Margaret continues,

“Our team provide a central point for best practice on soliciting customer feedback. We run a number of feedback campaigns to obtain customer views. What is key is being able to get a sufficient numbers of responses that are representative of our target groups. Clearview helps significantly with this as it is so flexible in ways to capture responses and is also easy to use. We use a variety of methods with our customers - from paper forms, outbound call centre completion on the phone, or face to face using tablet devices on the doorstep. To give you an example, our rolling customer satisfaction survey, targeted at some 2,500 participants, has an astonishing 70% completion rate.”

Clearview pinpoints top customer priorities

Jim explains,

“Our rolling customer satisfaction survey has enabled us to identify ten, Customer Priorities for our tenants, of which the top issues are: litter; dog fouling; car parking; and trees. Because Clearview tracks who responded to the survey we have been able to identify the exact locations where issues have been raised. Dog fouling in particular was cited as an issue which was a serious concern for us, but as we were able to identify the exact streets where the issue was apparent we were able to target resources to resolve quickly and efficiently.”

Clearview helps to nurture customer involvement

The Clearview Customer insight suite also allows for the tracking of engagement activity via the Activity Manager module.

Jim continues,

“We use the software to manage and track participation and actions arising from a variety of customer engagement activities. Our youth board, junior warden scheme, anti-social behaviour team, and other customer forums, use the system for meetings, feedback forms and so on. This allows us to profile and identify actively participating customers and help with recruitment to customer focus groups.”

Summarising Jim says,

“The Clearview system has been fantastic for us. It is quickly becoming embedded within our organisation and fully supports our customer centric approach. It has enabled us to focus on the things that matter to our customers and deliver against them. This has had a hugely beneficial effect on customer satisfaction, a reduced cost of delivery for us and an increase in staff morale as we are genuinely delivering a top quality service to be proud of to our customer communities.”

About Derby Homes…

Derby homes logoDerby Homes Ltd is an Arms-Length Management Organisation (ALMO) that was created by Derby City Council in 2002 to manage its housing stock.

They currently have 470 employees including 30 apprentices, who manage and maintain 13,700 properties, housing around 40,000 people in Derby. They are recognised nationally as a leading ALMO, winning a range of awards across the housing sector.

As well as day-to-day housing management, they operate their own in-house repairs and maintenance service, including gas servicing, installation and maintenance. Working with Derby City Council, they are building brand new council homes using their own teams and local contractors.

www.derbyhomes.org

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