How customer feedback shaped our Strategy and Vision
Customers were integral to creating Curo’s Vision and Strategy, with their feedback playing a vital role in refining and guiding our strategic direction.
To ensure that our strategy reflects the needs and priorities of our customers, we held several interactive workshops and surveys during the planning stages in 2022. These sessions, organised by our Resident Engagement Team, were attended by many residents and provided an opportunity for meaningful input. In August 2022, we also sent out a digital survey to gather feedback directly from our customers. This allowed us to hear from a broad range of voices.
As well as the Vision, the Customer Oversight Group gave feedback on each of the proposed Strategic Objectives:
- Quality Homes was well-received, though concerns about repairs were raised, particularly around whether new homes were included and the need for improved repair processes.
- The Purposeful Culture objective prompted discussions on ensuring Curo’s values extend to both housing and the wider community.
- The Trusted Customer Services objective was strongly approved, with customers appreciating its clarity and focus.
- The Collaboration and Growth objective sparked a conversation about involving the community and the importance of choosing the right partners.
- For Solid Foundations, customers expressed concerns about outdated IT services and questioned the 10-year timeline, but were reassured by the importance of long-term planning with clear milestones.
In September 2023, we further engaged customers by sharing our Vision and Strategy at Curo’s Big Get Together annual resident engagement event. Around 150 customers were invited to give feedback on our proposed strategic objectives and key goals using tablets, where they could vote using happy, neutral or sad faces. Of customers who responded, 95% were happy with the proposed changes, with just 5% remaining neutral.
In total, we consulted with 510 customers while creating the Vision and Strategy.
The Vision and Strategy were subsequently launched with a comprehensive customer communications campaign, in person, online, and in print, ensuring that as broad a range of residents as possible understand what the Vision and Strategy mean for them.
