What is the purpose of the Service Shapers Group (SSG)?
The SSG is another way of ensuring customers' voices are heard. The core purpose is to oversee the performance of customer satisfaction and complaints and put forward ideas for improvement.
What do the SSG do?
The SSG meets online four times a year 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 to ensure 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 ahead of each meeting. These cover a range of areas across repairs, lettings and customer contact services as well as general satisfaction. The idea is that each attendee has time to review and come along to the session with any questions, challenges, ideas or discussion points.
Who can be in the SSG?
Anyone who is a current Thrive customer. But be quick, there's only 10 spaces available!
When and where do the SSG meet?
The SSG meets four times a year and meetings are currently taking place online. Dates are diarised in advance and each meeting lasts approximately one hour.
If you're interested in joining us, we'd love to hear from you.
What sorts of things do the SSG look at?
The SSG looks at satisfaction data, complaints outcomes and other trends we have identified as part of customer feedback.
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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