FAQs
What are transactional surveys?
Transactional surveys are used to gain insight into experiences of a specific interaction with one of our services. Using transactional surveys, we can collect real-time views about our services and use this feedback to drive improvements
When do you collect feedback?
We carry out a transactional survey as soon as you’ve had an interaction with one of our services. For example, this can be following a repair, after a phone call with one of our advisors or with new customers who’ve just moved into one of our homes
Who will carry out the customer surveys?
Our transactional surveys are carried out via text message or telephone. ARP Research/ Prevision Research currently conduct telephone surveys on our behalf on telephone number 01908 278310.
Text message surveys are sent using Upland Rant & Rave, a customer engagement tool that helps us collect customer feedback after you’ve used one of our services, such as a completed repair.
How can I help?
You can make a real difference to the services we provide by taking the time to complete a survey. Our customers’ thoughts, feedback, and opinions on the services we offer help shape how they look and are delivered.
What will happen to my answers?
Your feedback is consistently monitored to ensure there’s a focus on service improvement. We regularly report responses from transactional surveys to the relevant stakeholders and discuss them frequently to highlight how we’re performing across several service areas.
How can I opt out of the survey?
If you don't want to be contacted to complete surveys, you have the option to opt out. You can reply to our email with the word 'STOP' or you can tell us using our contact us form or by contacting us on 0800 111 4013.