Our Customer Experience Strategy
We're excited to share the Better Together Strategy, our strategic plan to deliver the SNG customer vision: 'Building a better future together, leaving no-one behind'.
Better Together was created with input from some of you (our customers), SNG colleagues, other housing associations and some expert non-housing organisations.
We now serve 200,000 customers in 84,000 homes and our overall vision is ‘Thriving communities, over generations'. To achieve that, we need to deliver the outcomes you expect day-to-day, as well as addressing diverse and sometimes complex needs.
We want everyone who works at SNG, and you as a customer, to understand the experience we're striving to deliver for you: one which is Simple, Reliable, Individual and Connected.
- You'll have visibility of the services we offer and the benefits of those services to you.
- We want you to receive services tailored to your needs, and to know you can rely on us to resolve issues easily.
- We want to give you more ways to share your feedback, and engage with us seamlessly, without the need to repeat yourself.
- We'll aim to deliver services efficiently and involve you in developing the products and services that matter to you.
Delivering a great customer experience means no customer is left behind.
We've identified four key priorities
- Simple - We make it easy and put things right if they go wrong.
- Reliable - We set clear expectations and keep our promises.
- Individual - We understand our customers and adapt to their needs.
- Connected - We create thriving communities.
Simple and Reliable - the essential foundations of a great customer experience. Building tailored experiences which meet Individual needs. Ultimately leading to thriving, Connected communities.
These are underpinned by a Measurement Framework and a Continual Review Cycle.
Simple
- Give colleagues the processes, information and technology to resolve customer enquiries easily, making sure we measure the right things and ensure it’s easier for colleagues to deliver a great customer experience.
- Reduce the number of hand-offs and ensure there is a connected view of our customer interactions, giving customers a quicker resolution.
- Leverage technology, automating tasks and making our services more accessible for customers through self-service/digital channels – freeing up time for complex or emotive actions.
Reliable
- Ensure customers know what to expect from all key customer journeys and the benefits, while strengthening SNG’s brand.
- Ensure colleagues live our SNG values and have the skills, and decision-making powers to deliver our service-standards efficiently and effectively.
- Identify and test new ways of working across all aspects of the customer journey, focusing on proactive and preventative approaches to address issues before they escalate.
- Strengthen our relationship with contractors, building on a shared purpose and accountability.
Individual
- Enhance our analytics capability so we can proactively anticipate, target and tailor how we deliver our services and homes to meet customers’ needs.
- Communicate effectively with customers in the channel of their choice, capturing their needs and preferences and adopting a consistent tone of voice which represents the SNG brand.
- Design products and services with the customer, ensuring we are inclusive and leave no one behind.
Connected
- Increase our visible presence in the communities we serve, so we can build trust and spot potential issues before they escalate.
- Develop more partnerships with the support of our Community Foundation, so colleagues can connect our customers to expert advice tailored to their local and individual circumstances.