SW9 Community Housing came into being in 2016. As the housing management organisation for the local Stockwell Park Estate in London, they manage the day-to-day housing services for around 1,500 homes. Their mission is to work closely with Stockwell’s residents to build a bright future for the estate.
“The Ombea dashboard gives us clues on where to focus our attention. I’m looking forward to see what we learn!”
Zoe Christodoulou, Policy and Performance Officer at SW9 Community Housing
Customer feedback is essential, and SW9 collect this through multiple channels, from telephone surveys to email. The feedback is added to a Customer Service Scorecard which is monitored by the management team regularly. One traditionally weak area of feedback collection was the customer support desk at their offices.
In the past they used a tablet-based feedback kiosk to gather insights from the visiting tenants. This didn’t work well since so few people actually provided any kind of feedback here; they received as little as 1 response every 2-3 months! As a result, their Scorecard for the front desk was consistently recorded as N/A.
After considering several options, SW9 chose the Ombea ExpressPod. They have one placed at the exit to the customer service area.
The improvement has been dramatic: In the first few months SW9 have collected hundreds of feedback points from their visitors, giving them a clear idea of peaks and troughs in customer service performance. The service desk is now included in SW9’s Customer Service Scorecard, giving them a complete view of the customer journey.
