A new partnership from housing association Orbit will seek to optimise their customer services, and aims to deliver amongst the best customer experience of any housing association. Research recently revealed the vast majority of providers are reviewing key services in the sector, an indicator of higher expectations and pressure for providers to remain active in their improvement.
Qualtrics® will give Orbit a complete view of customer experience by capturing feedback across multiple channels such as digital, phone calls and community forums, and from key interactions including neighbourhood visits, repairs and complaints. Using Qualtrics, Orbit will automatically be able to analyse open-text responses and call transcripts to identify emerging themes, trends and sentiment in real time, enabling teams to identify and respond to customer needs quickly and improve overall experience.
If concerns are raised, Qualtrics will automatically flag them and trigger follow-up with the right teams. It will also provide tailored, role-based dashboards, giving everyone from senior leaders to frontline staff the information they need in a clear, practical way that helps them take action.
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Joe Brownless, Chief Customer Officer at Orbit, said: “Listening to our customers and acting on what they tell us is central to Everyday Excellence. Our partnership with Qualtrics will give us stronger, more timely insight into our customers’ experiences and help us focus improvement where it will have the greatest impact. By better understanding what works well and where we need to do more, we can continue to build services that meet customers’ needs and expectations and help us deliver our 2030 ambition to provide amongst the best customer experience of any housing association.”
Phillip Bland, International Government Advisor, Qualtrics, added: “Housing associations like Orbit face mounting expectations from residents, regulators and the communities they serve. With Qualtrics, Orbit brings together the understanding, context and capabilities required so teams can create the outcomes that good service and good governance demands in the moments that matter.”
The new partnership forms part of Orbit’s five-year Everyday Excellence transformation programme, which is reshaping teams, tools and systems to strengthen how Orbit listens to, connects with and responds to customers. This supports Orbit’s wider ambition and 2030 vision to deliver consistently high-quality, responsive and customer-focused services.
