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Orbit recognised for 'outstanding' customer service

Orbit’s customer service for the development and sale of new homes has been recognised as ‘Outstanding’ by In-house Research, experts in customer experience insight.

In-house Research manages surveys which are sent to customers six weeks after completion of a handover. They developed the award to recognise the highest achievers in customer satisfaction among their customers.

Sarah Clark, Sales Director, received the award on behalf of Orbit, she said: “Despite working in a very tough market, we exceeded our targets for 2016-17. To do this while providing exceptional customer service is a wonderful achievement, helping to build our reputation as a landlord of choice.”

Celebrating 50 years as an organisation, the UK’s second largest developing housing association delivered an organisational record of 1,788 new homes developed in 2016-17.

Thomas Weston, Head of Client Liaison for In-house Research, said: “There are many awards out there with too many winners which devalues them, so we’ve set out with the intention of creating something which celebrates only the very best.  We set the criteria high so only those who achieve exceptional levels of customer service can be recognised as ‘Outstanding’. 

“And it’s not just a sample based survey - the survey is conducted over the telephone and every customer is attempted, resulting in a response rate of over 70%, ensuring that the integrity of data and results is second to none.”

Orbit was presented with an award by the research company after it more than doubled its sales targets for shared ownership, selling 529 homes in the last financial year. The award recognises the efforts of all teams from development and construction through to sales and aftercare.