Refining Resident Feedback Workshop

Back in September we ran a workshop on how to get the best out of resident feedback surveys. The day was started with an inspiring case study from Apt Quest – a team of Rooftop residents specially trained to perform Rooftop’s surveys by phone. Rooftop found that by using their own trained residents to do these surveys they experienced a number of benefits including: increased customer satisfaction, financial savings, clearer identification and resolution of tenant issues and promotion of their social value credentials.

Net Promoter Scores

Recent research indicated that if you were to replace all your customer feedback questionnaires with a single question, it should be: “How likely would you be to recommend your landlord to friends or family?”