Real Time Satisfaction Surveys

Description

L&Q have a need for real time satisfaction feedback from customers about the service they are receiving from L&Q. These insights are used to identify areas for improvement and are also used for Key Performance Indicator (KPI) reporting. These surveys are delivered to residents as either IVR telephone keypad surveys or email surveys to enable rapid feedback. The surveys cover a range of business areas - the following real-time surveys are currently being carried out: • Customer Service Centre Satisfaction Survey (IVR) • Initial Complaint Satisfaction Survey 1 (IVR) • Follow Up Complaint Satisfaction Survey 2 (IVR) • PRS/IMR/LLR Moving In Satisfaction Survey (email) • PRS/IMR/LLR Exit Satisfaction Survey (email) • Aftercare Satisfaction Survey (IVR & email) • Social Media Response Satisfaction Survey (email) Please see the procurement documentation for further details of the requirement and the process.

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