After action has been taken, you must record the results to understand what impact you had. In this unit: Understanding data sources, customer engagement, and the TSMs.
Democratising your data
Completing a circuit of the Insight/Impact loop is a great time to interest your organisation in your work, and bring them along with you on the data journey. Here, Theo Scott of Town and Country Housing discusses methods of making the insight you produce available to everyone.
Your customers are ultimately the group you’re working for, but many insights teams forget them when thinking about maximising impact. When building a case for your work and increasing the chances of customers filling out your next survey, Theo argues, find ways of helping them see how you acted on their feedback.
How do you make your work matter across your organisation, when you’re dealing with people who have wildly different levels of understanding and interest in data? Lauren Kelly from Riverside Group talks about empowering her team to discuss and act on their performance in a data-led way.
Contractors are a massive part of your customer experience, and the regulator treats them as if they are part of your HA. Here, Lauren Kelly from Riverside Group talks about bringing them along on your data journey.
The Ombudsman may sometimes feel like an antagonistic force, even if you know they're not. To help understand their motivations, we conducted research into the underlying causes of their maladministration findings. Get it for free:
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What's next?
Feeling ready to make an even greater positive impact on your customers' lives? Great. We help housing associations like yours better wield their customer data - find out how:
