Paragon Housing wanted to improve their customer satisfaction ratings and develop a culture within the organisation which focused on delivering an excellent customer experience. The project delivered a 3 month customer journey mapping exercise within the repairs and new lettings services of the business. From the insights and recommendations a series of quick and easy service improvements were implemented that led to:
- Customer satisfaction improved by 17%
- Call volume to the repairs service dropped by 200 calls per week
- The staff involved reported a change to how they view their roles and customers
- The executive team extended the project and embraced a design-led remodelling of their services
