What is it?
This November we’ll be undertaking a customer satisfaction survey of approximately 4,000 customers together with the Institute of Customer Service (ICS). The survey will be conducted by the ICS on our behalf, allowing for the results to be completely independent and anonymous.
Why?
The results will help us clarify what we need to change to improve your customer experience. It also allows us to compare our results with other Housing Associations and nationally recognised businesses. Customers typically compare us with other services they receive and experiences they have, and this will help give us a greater sense of how we are doing.
How are the surveys conducted?
The surveys will be collected via email, telephone and postal and will start week commencing 15 November for 2021 for one month.
FAQs:
What is this survey?
This survey is an opportunity for us to understand satisfaction levels across our customer base and a review of current drivers. Our intention is to improve the overall customer experience based on your feedback.
Who’s running the survey?
The survey is conducted by an independent third party, ICS (Institute of Customer Service), of whom we are a member and often work with to help better your customer experience at Curo. They work with Market Research agency TLF Research who will help to conduct the surveys for them.
How did the ICS get my information?
In order for you to have the opportunity to take part we’ve provided your name and contact details to the Institute of Customer Service. Your information if kept secure and is only used to conduct the survey. Your responses will be kept anonymous. If you’d like to opt out of further customer satisfaction surveys please let us know and we’ll update your account preferences.
If you’d like more information, please see our Privacy Statement.
Is the survey anonymous?
Yes, the survey is anonymous, your feedback is fully confidential. This means we have no means of using your personal information to categorise or make judgements based on your personal data or feedback given.
Is this survey legitimate?
Yes, this survey is legitimate, we’ve worked with the ICS many times over recent years and consulted them for this specific survey.