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For Bromford, customer feedback is all about encouraging customers to connect and openly discuss the experiences they have with us. It is important for everyone to feel they can share the good and the bad times as without the bad, how can we strengthen our relationships and build trust to improve our services?
What does this mean for Bromford?
Bromford provides customers with real value. Whether that be through great content on our website and social media channels, or offering advice to help guide our customers to where they want to be. Bromford is always changing and thinking of ways to interact and strive to make everyone feel like an individual and not just a number. Building the right relationship means developing trust. If customers feel they can trust that we will do what we say we will, they will be more willing to engage. However, we need to ensure that although we are there for customers to offer advice, we want them to feel empowered to do things on their own, whether that be carrying out basic DIY tasks or getting themselves out of debt.
We have a team here at Bromford who are solely dedicated to simply listening to what our customers have to say. The feedback team are always on hand to be another voice for customers, especially if they don’t feel they can reach out to us themselves. We try various ways to connect including telephone, text, post and email.
We understand that we have a wide range of customers all preferring different ways of communication and our aim is to ensure that everyone has the best experience with us. It could be when they've had a repair done, contacted our customer services team or proactively worked with them to help tackle anti-social behaviour. It's great to hear how fantastic our teams are doing across Bromford as well as receiving individual compliments for colleagues from customers. For those who haven't had such a good experience, we want to know why they haven't and how we could do better next time. As Bill Gates once said:
Your most unhappy customers are your greatest source of learning.
We asked Richard, our feedback extraordinaire, why it's so important to listen to our customers…
"For me listening to our customers and gaining their feedback is important because it enables us to mould our services around who they impact. It’s all very well and good us saying a service is good or bad from the outside looking in, but the only people who truly know are those who are in the thick of it and living our services every day."
Danielle and Richard - The faces of feedback
What does this mean for you?
Once you’ve told us what you think, your feedback is passed on to the service leaders who analyse the results and discuss what has gone well during that period - and what hasn’t gone so well. We pass on every bit of feedback, whether that’s issues raised or ‘songs of praise’ for a particular team or colleague. We spot trends, see how Bromford is doing, and always look at the bigger picture.
Ray Poynter, director of Vision Critical University, famously said:
Listening to feedback makes customers feel more appreciated and part of the value creation process.
We want you to feel like you’re appreciated and that your feedback is being acknowledged. So, if you’re a Bromford customer reading this and want to find out more about what we do with feedback, why not head over to our website:
Come tell us what you think, you don’t have to wait for us to ask.