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Voice of the Customer

Voice of the Customer Voice of the Customer

Voice of the Customer

Our refreshed Voice of the Customer Forum makes sure your feedback drives real change. Each quarter, we review Tenant Satisfaction Measures (TSMs), transactional surveys, complaints, and insights from Listening Hubs and customer meetings.

We spot key themes, agree actions and track progress to improve services. A quarterly TSMs summary, including RAG ratings and your comments, goes to the Customer Involvement Committee (CIC).

We’ve also introduced a new way to follow-up with anyone who asks for contact or shares concerns in surveys.