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Follow this page to find out about our recent communication of repairs scrutiny!
We know that we don’t always get communication right, and we planned this scrutiny to hear from you for your recommendations to help shape communication with repairs, so we can feed this into our repairs improvement project.
You came up with 9 recommendations:
To improve our automated repairs text messages so that they are more consistent in tone, personable and provide less information
Improve customer awareness of how repairs are done
Embed the 'handy tips' videos on social media
Improve internal planning conversations
Ensure that repairs appointment options are clear to customers
Improve communication with customers about complex repairs
Improve communication with customers when repairs need to be rearranged
Improve notes on our CRM (Customer Relationship Management) system with repairs
Make improvements to the repairs satisfaction survey so that feedback is clearer
So far we have...
Changed the 9 automated repairs text messages from customer feedback
Amended the repairs satisfaction survey from customer feedback, ready for launch
Made operative comments after completing a repair mandatory, including a photo
Planned posts on our social media channels that link to the handy tips videos on the winter planning page of the website
Introduced 3 multi skilled teams for complex repairs
Built a quality assurance framework into the contact centre to ensure clear communication with customers
Next we will...
Implement a quality assurance framework in the planning team to ensure clear communication with the customer when rearranging repairs appointments
Introduce surveyors for complicated jobs to assess the repair
Include a written 'day in the life' feature of an operative in the summer edition of the magazine
Introduce a digital version of the magazine that will include 'day in the life' videos
Monitor the impact of the changes to the automated repairs text messages and introduce the messages being automatically recorded into the CRM (Customer Relationship Management) system
To find out more about the scrutiny and recommendations, we have attached the scrutiny report in the 'report' tab.
Follow this page to find out about our recent communication of repairs scrutiny!
We know that we don’t always get communication right, and we planned this scrutiny to hear from you for your recommendations to help shape communication with repairs, so we can feed this into our repairs improvement project.
You came up with 9 recommendations:
To improve our automated repairs text messages so that they are more consistent in tone, personable and provide less information
Improve customer awareness of how repairs are done
Embed the 'handy tips' videos on social media
Improve internal planning conversations
Ensure that repairs appointment options are clear to customers
Improve communication with customers about complex repairs
Improve communication with customers when repairs need to be rearranged
Improve notes on our CRM (Customer Relationship Management) system with repairs
Make improvements to the repairs satisfaction survey so that feedback is clearer
So far we have...
Changed the 9 automated repairs text messages from customer feedback
Amended the repairs satisfaction survey from customer feedback, ready for launch
Made operative comments after completing a repair mandatory, including a photo
Planned posts on our social media channels that link to the handy tips videos on the winter planning page of the website
Introduced 3 multi skilled teams for complex repairs
Built a quality assurance framework into the contact centre to ensure clear communication with customers
Next we will...
Implement a quality assurance framework in the planning team to ensure clear communication with the customer when rearranging repairs appointments
Introduce surveyors for complicated jobs to assess the repair
Include a written 'day in the life' feature of an operative in the summer edition of the magazine
Introduce a digital version of the magazine that will include 'day in the life' videos
Monitor the impact of the changes to the automated repairs text messages and introduce the messages being automatically recorded into the CRM (Customer Relationship Management) system
To find out more about the scrutiny and recommendations, we have attached the scrutiny report in the 'report' tab.
Communication of repairs scrutiny has finished this stage
This consultation is open for contributions.
Under Review
Communication of repairs scrutiny has finished this stage
Contributions to this consultation are closed for evaluation and review. The project team will report back on key outcomes.
Final report
Communication of repairs scrutiny is currently at this stage
The final outcomes of the consultation are documented here. This may include a summary of all contributions collected as well as recommendations for future action.
