CUSTOMER FEEDBACK CHANGES MORE MUIR WAYS OF WORKING WITH GREAT RESULTS
YOUR customer feedback has been helping to shape more fantastic ways of working to improve some of the services Muir delivers.
At Muir, we think it’s important to act on your feedback, and that’s why we’re always happy to take it on board.
In recent months we’ve revised parts of our Grounds Maintenance Service and changed our TV aerial repairs contractor as we continue to make improvements thanks to your input.
“Customer feedback from residents is really valuable and we’re pleased we can offer improved services as a result,” Liam Radford, Muir’s Customer Experience Manager (pictured below) said.
“Muir is always happy to listen to residents’ concerns to identify ways we can enhance what we do.
“The customer experience is very important to us and we want to ensure residents enjoy peace of mind by living with Muir.”
We recognise that a lack of TV can have a profound impact on vulnerable residents, and after telling us the delivery of aerial repairs wasn’t up to scratch, we changed contractors which has resulted in all reported issues now being responded to within set timescales with no further complaints received.- We’ve worked with our main contractors to employ more direct operatives, rather than sub-contractors, so there are less vehicles with unfamiliar branding arriving at your home.
- Muir refreshed the way we book appointments so they are more consistent across all areas.
- And we’ve revised the way we conduct our Grounds Maintenance scheme inspections – inviting residents to attend by letter.
- Anti-Social Behaviour satisfaction surveys were launched in September for all closed cases too, to see if we can improve the ways we work to resolve such issues and provide positive outcomes.
“In all, our Annual Satisfaction Survey showed that almost 90% of all Muir residents are happy with their neighbourhood as a place to live” Liam said.
“But as you can see, we’re not stopping there and we’ll continue to act on resident feedback – it’s a great way to understand just how well things are working.”