An article by the Harvard Business School challenges the idea that 'Overall Satisfaction' is the most appropriate target to use when measuring service delivery standards. Should you be trying to delight your customers?
Wealden District Council’s Housing Service has chosen TPTracker as its preferred solution for a Tenant/Resident Participation IT system, enabling them to contact, manage and record participation with their tenants and other residents in the district.
The Communities Team at Plymouth Community Homes is using the TPTracker Support package to ensure records of activities, costs, staff time, client impact and overall outcomes are standardised across all programmes.
The Customer and Community Engagement Team at Stockport Homes used TPTracker Participation module for many years, but changing priorities and reporting requirements meant the Support package would meet their needs better.
Survey responses obtained online are showing generally lower levels of satisfaction than those obtained by other methods. The latest 'TPTracker Report' investigates whether this is simply, as one might assume, due to more younger people responding online.
A new widget has been added to the TPTracker Survey Dashboard which gives users the flexibility to choose the questions/questionnaires they wish to display:
The TPTracker integral emailing system allows users to send messages direct from TPTracker, selecting recipients from the main database or from a list of participants for a specific activity such as 'Members of the Scrutiny Panel'.
Tracker has a new survey feature to help when you need to react quickly to a tenant’s survey response.
Tracker already offers a range of survey methodologies for you to use in any combination:
• SMS/Text surveys
• Postal surveys
• Telephone surveys
• Face to Face surveys
Now you can give your tenants the additional option of completing online surveys.
This has been a challenging year for the housing sector (name a year that hasn’t been!) and as in all situations like this, some have responded with gloom and despair while others have tried to remain positive.
