IMPROVEMENTS WE’VE MADE TO MUIR SERVICES ARE THANKS TO YOU – PART ONE
YOUR feedback has been helping to improve a host of Muir services for residents.
During the last year, customer feedback and complaints have provided vital insight into how our services are experienced by our customers.
Thanks to you, we’ve learnt more about what’s been working well and where we can improve – something we’re always keen to do as part of our commitment to providing an excellent customer experience.
- We’ve used your feedback to target training for maintenance operatives and contact centre staff, improving the number of repairs completed ‘right first time’.
- We asked contractors to not turn up early for appointments, unless they have pre-agreed this with you.
- We changed the way we arrange larger repairs, to reduce the time you wait for follow up visits.
- We changed our TV aerial contractor to respond to faults more quickly, helping socially isolated customers to have an open window to the world.
- We ensured contractor staff received training to improve their listening skills.
“We’re thrilled to be making these service changes as a result of feedback received from Muir residents,” Liam Radford, Muir’s Customer Experience Manager (pictured) said.
“Recent Muir STAR Satisfaction Survey results showed us more than 85% of residents were satisfied with our overall service – and that more than 75% were happy with how we listen to your feedback.
“These are just some of the ways we’ve acted on resident feedback during the last 12 months to enhance Muir services for you.
“We’ll be sharing more very soon.”
To learn more about Muir’s STAR Satisfaction Results, click here: https://www.muir.org.uk/news/watch-muir-promises-to-continue-building-upon-positive-resident-satsfaction-survey-results-1427