Orbit’s sector leading, real-time feedback platform has been shortlisted in the UK Customer Experience Awards 2016 for Insight and Feedback.
Developed by customer engagement specialists Rant & Rave, the platform is Orbit's principle method for listening to the views of its customers. Orbit is the first housing association to use real-time customer feedback and since its introduction in April 2015, customer satisfaction rates have risen from 74 per cent to 80 per cent, helping towards Orbit's 2020 vision of achieving 90 per cent customer satisfaction.
Dean Ballard, head of performance excellence at Orbit, said: “This is an exciting reward for the hard work the contact centre has put into embracing real-time feedback, actively welcoming the change to make it a core part of their DNA. Customer satisfaction is key and it’s wonderful to see the way in which this platform has shaped the way our staff work on a day to day basis.”
More than 30,000 survey responses have been received to date and following the successful piloting of the platform, real-time feedback is now the organisation’s primary method for gathering regular service experience feedback.
Colette Flattery, head of Orbit's Customer Service Centre, also commented that: “Using real time feedback has transformed our contact centre and we can now better understand what is affecting our customers, allowing us to continually improve our customer service delivery. I’m really proud of the CSC for embracing the changes made to their daily routines, and we now have daily celebrations of great service, which is a wonderful motivational tool that has seen a lot of engagement.”
Award winners will be announced in London on the 23 September.