Case Study: Increasing Customer Satisfaction

Tai Calon Community Housing, the largest non-profit housing provider in Blaenau Gwent, has faced a number of challenges. These included financial pressures, limited resources, the transition to hybrid working, and increasing customer expectations. Because of these challenges, it has become difficult for them to maintain and enhance customer satisfaction.

Tai Calon recognised the need for a deep, quick understanding of what drives customer satisfaction to take action right away. Their goal was to reach a 90% satisfaction rate. However, their current feedback methods weren’t enough. They needed a better solution to quickly capture and respond to feedback, rebuild trust, and boost satisfaction.

With the right solutions, Tai Calon were able to achieve:

• Improved CSAT scores from 85% to 92%.
• An increase in UKCSI scores by 10 points in 12 months.
• Recovery time for negative feedback cases reduced from 7 days to 2 days.
• Improved visibility and management of cases.

To learn how Tai Calon Community Housing achieved this, read the case study below.