High customer satisfaction rates for Sheffield Homes
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The Company monitors its performance on customer service in several ways to ensure standards remain high. During October, 488 customers visiting Sheffield Homes offices were surveyed on the service they received.
The results reveal that:
- 94% were satisfied with the service provided, rating it either excellent or good
- 99.4% were satisfied with the politeness of staff
- 92% satisfied with the time spent waiting
- 96% satisfied with the comfort of the office
- 95% satisfied with the information provided
- 98% satisfied with the helpfulness of staff
- 95% satisfied with the knowledge of staff
- 78% had their query resolved fully at first point of contact
Sheffield Homes has also started monthly monitoring of its call centres, which deal with all queries from customers, except reporting repairs.
The first set of results is impressive, with 77% of customers saying their call was resolved fully at the first point of contact. Overall satisfaction with the service was 92%, with most other aspects relating to how their call was answered and handled scoring 92% or more.
“We are delighted with these results,” said Simon Richards, Assistant Director of Business Development at Sheffield Homes.
“How we deal with customers in person and over the phone is crucial in maintaining high customer satisfaction with the quality of our services. The exit survey and call centre monitoring have brought in impressive results, many with over 90% satisfaction.