Customer
surveys
Gathering feedback from our customers
Why we are conducting customer surveys
Our customer charter is to care, listen to our customers and act on what they say. One of the ways we do this is by collecting insight from our customers about how they feel about Silva Homes and the service they receive from us. By gathering feedback continuously and annually it provides us with the opportunity to implement changes and measure our progress. Your feedback helps keep our team accountable and helps us to provide the best service possible.
Annual perception survey
Firstly, we are running our annual perception survey from 22 February 2023. This will be done by a third-party company we have employed called CX Feedback. They will be sending out the survey via a weblink to those with an email address. Any customer without an email address will receive a phone call from Pexel.
We will not be asking for any personal details apart from confirming your name and address.
The survey will take less than 10 minutes.
Who will be contacted?
Over a few weeks, customers will be contacted during the day and early evening to see if they would like to participate. We will contact customers regardless of the relationship they have with Silva Homes (shared owners, leaseholders and rent customers). We aim to contact customers across a range of demographics to make sure we capture a representative sample.
What do I need to do?
It takes less than ten minutes to complete the perception survey. Customers can remain anonymous but we encourage details to be shared with CX Feedback as this helps to make the data to be more accurate and better improve our service.
When will this start?
From 22 February 2023, CX Feedback will be contacting customers on our behalf via digital surveys and telephone calls. We will continue to complete the survey until the end of March. The survey will be around 25 questions asking how customers feel about Silva Homes and our services.
Next steps
Once the results of the survey have been collected, we’ll communicate the results of the survey to our customers and work with each area of the business to create action plans on how we can improve.
Transactional surveys
CX Feedback collect insight from our customers via SMS text and emails.
Who will be contacted?
Any customer who has had a completed repair or used the customer hub will be contacted following a transaction from this service area. To make sure we don’t create survey fatigue CX Feedback will be contacting every 10th customer who calls the hub regardless of what they are calling us about. Customers who have recently had a completed repair will also be contacted. If they have completed a transactional survey within the past month then you will not be contacted.
More information
The platform has lots of great functionality, for example, the ability to send us a picture of your repair (if you are dissatisfied). Customers will be receiving SMS messages and emails, rather than phone calls and will be contacted on the same day after using our services. If you call our customer hub or have a completed repair before between 08:00-12:00 you will be contacted by CX Feedback in the afternoon, if you call our hub or have a completed repair between 12:00-17:00 you will be contacted between 6pm-8pm that evening.
What do customers need to do?
Please click the link provided in the email / SMS and complete the short survey. The message will appear from Silva homes (like below) and the link will always come from https://cxfb.uk/cx/c64-1xdc.
The survey takes less than 3 minutes to complete and is only 5 questions long.
Below are screenshots of what the invitation to complete the surveys after a repair and calling our customer hub will look like:
