Voicescape Customer Surveys

29 June 2020

From June 2020 we will be working with an independent company called Voicescape to trial a different way of getting your feedback, using a method called “real time survey”. The initial trial will be for 3 months and we will be asking you for feedback based on your most recent interaction with Platform Housing Group.

What is a real time survey?

A real time survey aims to gather feedback soon after you received a service. For you, this will mean you will be surveyed the week after you have had an interaction with us. This will allow you to give us feedback whilst your experience of the service is still fresh in your mind. For any interactions that took place in June you will receive the survey early in July, following this we will be carrying out weekly surveys.

How will the surveys be carried out?

Voicescape will contact customers who have been in touch with Platform recently. They will attempt to contact you twice by phone from the following number: 0121 368 1235. Once you answer the phone, you will hear an automated voice that will ask you if you are happy to continue with the call, what recent interaction you had with us and how satisfied you were with the service provided (on a scale of 1-10). If they are not successful making contact with you, and your service provider permits, a voicemail will be left. If we cannot leave a voicemail message and you have a mobile phone, we will send you a text message to gather your feedback.

Who is carrying out the survey?

As mentioned above, the survey will be carried out by a third party company called Voicescape. Voicescape will mention Platform Housing Group when they call so you will be assured the contact is associated with us.

Will my answers be anonymous?

A small number of Platform Housing Group staff will have access to your answers in order to carry out a detailed analysis of the results. However, individuals will never be identified publicly.

All information will be kept safe and secure, and handled in accordance with the Data Protection Act. Voicescape will not keep or use the data.

What happens with the survey results?

Once the survey is complete and we receive your feedback, a member of the team at Platform Housing Group will contact a sample of very satisfied and very dissatisfied customers to better understand their feedback.

As a whole we will look at the results in detail to identify the areas where we are performing well and where we have room for improvement. Our senior management team and staff will discuss the results and decide upon any action we may need to take. We will feedback details of the results and any consequential actions through the website.

If you have any questions regarding the article, or if you want to opt out of this survey, please email realtimesurveys@platformhg.com.