Customer Experience

The expectations of social housing customers are evolving in line with wider consumer trends. This Club explores the reactive nature of customer  service, and the tools, skills and processes you need to define and deliver positive customer experiences.

2020 meeting dates:

2 July, 15 October and 2 December

Key content for 2020:

• The future of customer satisfaction in the social housing sector
• The Green Paper - rebalancing the relationship between tenants and landlords
• Adapting service delivery to suit your changing demographics
• Creating a contact channel shift strategy
• Working in partnership with contractors to deliver a 360-degree customer experience
• Frontline futures: leading change and making a difference
• The impact of digital transformation on customer experience  
• Measuring customer satisfaction

Cost:

HouseMark members - £815 + VAT

Non-members - £1015 + VAT

Membership includes access for one person per organisation.

For more information, or if you're interested in joining the Club, please contact helen.brownlee@housemark.co.uk.