Insights by Newport City Homes
Customers

Satisfaction with the service

During the pandemic we saw a step change in the number of customers accessing services online. Improving our digital offer remains a priority to deliver a better customer experience and a more accessible service offer.

Webchats answered as a percentage of webchats and phone calls answered during period

Customer transactions online

Number of long abandoned calls as a percentage of all calls (excluding Short abandoned and abandoned in IVR)

Calls abandoned

Risk & Opportunity

Risk assessment
03
Prob
04
Imp
07
Score
Risk owner
Exec Director
Operations
Key concerns
  • Failure to provide services that meet customer expectations.
Key controls
  • Action: Service reviews of all key service areas in progress and managed through the Transformation Portfolio.
  • Control: Placed-based working delivery model to ensure proactive service delivery and enhanced relationships with customers
  • Action: repairs end-to-end review