ForViva_Annual Report_V16_Digital(2)

Service Excellence

We take pride in delivering excellent services. We’re always looking for ways to improve and work closely with tenants, communities and partners to make this happen.

Satisfaction with our services 3,410 satisfaction surveys were carried out with tenants, using an independent company.

80% 88.2% (3,006 out of 3,410)

TARGET

PERFORMANCE

Net promoter score (2017/18)

Measures the willingness to recommend a company’s products or services to others.

Would not recommend -100

Would recommend

0

49.6

100

City West and Villages combined

More people are accessing services through digital channels

76,352 digital contacts handled by our service centre in 2017/18 compared to 53,584 in 2016/17, a 43% increase

A 33.5% increase in tenants and customers accessing our news through social media

152,798 inbound telephone contacts handled by our service centre in 2017/18 compared to 174,478, a 12% decrease

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