What is the purpose of the Service Shapers Group (SSG)?
The SSG is another way of ensuring Thrive customers receive a fair deal by overseeing the performance of customer satisfaction.
What do the SSG do?
The SSG meets quarterly to take part in workshops to review complaints trends and themes, customer satisfaction and the progress on Thrive’s customer experience action plan. From here, a report is submitted to the Customer Experience Panel (CEP) and reviewed with further suggestions and/or approvals given.
The CEP monitors and tracks the progress and success of the workshops and are reassured that positive steps are taken for service improvements resulting in quality Customer Experience.
What level of work is involved?
SSG members are sent the satisfaction results and complaints summaries every quarter (every three months). These cover a range of areas across repairs, lettings and customer contact services as well as general satisfaction. These are sent prior to the workshops so that they can review and come with any questions, challenges or discussion points.
Who can be in the SSG?
Anyone who is a current Thrive customer.
When and where do the SSG meet?
The SSG meets quarterly (every three months) and meetings are currently taking place online. Dates are diarised in advance and each meeting lasts approximately 1.5 hours.
What sorts of things do the SSG look at?
Thrive conduct a number of surveys with customers each month. These are as follows:
- Contented customer – a perception survey that asks general questions about Thrive services that customers have used in the last 12 months
- Repairs – specific questions about the quality of recent repair appointments
- Lettings – questions about becoming a new Thrive customer
- Customer Contact – about the quality of customer service on the phone.
What's in it for me?
Being part of the SSG is a way of having a direct impact on the quality of service Thrive offers its customers.
Whether you’re looking to make a difference or gain additional skills and work experience, the SSG is a great way to get involved and create positive change for you and your neighbours.
How can I join the SSG?
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