Customer Care Thoughts

“Whether you are a private sector or not-for-profit organisation you become more successful by focusing on the customer. This involves not just delivering a wonderful face-to-face experience, but also creating an efficient and responsive operational structure which supports front-line staff. That way we deliver more for less.”

Kate Franklin is group director of customer service at Hyde Group


“One of the first housing associations to trial a ‘cash-back’ scheme to reward tenants who do their own maintenance has recorded a 72 per cent reduction in repairs….Bromford launched its ‘home rewards club’ in November for 130 customers. Since then, it has seen a 42 per cent reduction in customer contact and 22 per cent in central overheads…For doing their own repairs, customers can be rewarded in to the value of £300 each year, and the housing management brings a reimbursement of £200 each year…Bromford has also found a 16 per cent reduction in anti-social behaviour and 13 per cent on reduction in emergency repairs reported.”

By Rhiannon Bury




About Paul Levy

Paul is a writer, thinker, facilitator, theatre-maker, and conversifier. He is the author of the book, Digital Inferno.

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