Tai Calon Community Housing Achieves 90% Customer Satisfaction with Rant & Rave
See how Tai Calon improved customer satisfaction by addressing financial pressures, resource constraints, and rising expectations through strategic insights and prompt actions.
Like many social housing providers, Tai Calon has faced several challenges over recent years, including financial pressures, resource constraints, hybrid working, and rising customer expectations. To maintain and improve customer satisfaction during these times, Tai Calon recognised they needed a clear view of satisfaction drivers, and more importantly, ensure these insights were promptly available, to take immediate action.
Highlights:
- CSAT scores improved from 85% to 92%.
- UKCSI score increased 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.
More resources
Cracking the CX Code: Secrets to Achieving 90%+ Customer Satisfaction
This is a fireside chat facilitated by Sam Walker. This is a relaxed interview style event that leans on story-telling from our customer, Tai Calon, covering their CX journey, why they choose R&R, evolution of CX Maturity, and unlocking the power of Recover.