It’s important to know exactly how tenants are feeling, through transactional surveys. But it’s more important still to take action as soon as you become aware of problems, to improve tenants’ lives, and prevent small issues escalating to complaints.
But tenant engagement isn’t a technology problem — it’s an operational and cultural one.
That’s why landlords who achieve high TSM scores and low complaint volumes trust CustomerSure’s user-friendly CXM platform and CX consultancy to improve their tenants’ lives, bolster their reputation, and keep their regulators happy.
CustomerSure is fantastic and really helping us to understand feedback from our customers. The filters and dashboards are easy to use, well designed and informative. The Team have always been willing and able to support us with tweaks and amends. Highly recommended company. Customer Experience Manager, Connect Housing
Capture the voice of your tenants over any channel at every touchpoint. Transform it into actions that improve experience. Prove to your colleagues and regulator that your initiatives work.
How are your customers with vulnerable characteristics being dealt with? Are any sites lagging on maintenance? Slice your reports into the segments that matter to you, and drill down to the reasons behind the satisfaction scores.
Are you brilliant at dealing with ASB? Do your repairs team need to improve their comms? Use AI to detect topics, themes, and sentiment then investigate the root cause and fix the issue for good.
After working in the platform for a few years, we are still happy about the solution. It’s easy to use, especially for people who do not work in the platform on a daily basis. Global Marketing Director
From application, to viewing, to tenancy start, get insight into exactly where you need to make improvements, and how things are changing over time.
Prevent complaints escalating and running the risk of being maladministered. Automatically get notified of negative feedback when it arrives, intervene instantly, fix problems at the source, and demonstrate that you’ve taken action.
Easily run TSM surveys over email, SMS, IVR, or from a call centre.
Consolidate your results in one platform, share the results with key stakeholders, and make preparing reports for the regulator quick and straightforward.
Landlords conducting rolling regulatory surveys with regular sentiment analysis are reporting tenant satisfaction levels 9% higher than those using single annual surveys Housemark
Great company & people to work with — and the platform is so easy to use and adapt to suit your company's needs. If you're looking to collect feedback from your clients and customers, speak to CustomerSure before you look anywhere else — it's the best decision we made.
Although we’re a software firm, change and improvement is driven by people. We have years of experience working with social housing providers, putting in place VoC programmes that go beyond meeting your regulatory needs, to deliver real improvements.
We assist landlords who truly care about their tenants with:
Because it’s this, far more than technology, that delivers results.
2010
UK-hosted. Data is encrypted, and access is audited.
Pentest report available on request, Cyber Essentials certified.
