Localz Blog

Housing customer feedback – what’s the point?

11 minutes read

For many years, the measurement of customer satisfaction (CSAT) has played an important role in the housing sector. Most Registered Social Landlords (RSLs) publish annual CSAT targets – both for repairs and ‘overall satisfaction’ – and they publish attainment against those targets. 

Given that most RSLs have more demand than they can cope with, rents are largely regulated, and the concepts of upsell, cross-sell and repeat-purchase don’t apply, you might ask “what are we actually trying to...

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Housing repairs - keeping up with the Joneses (or Amazon, Uber, DPD…)

6 minutes read

In the last year I’ve increasingly heard housing associations and repairs contractors recognising that customer expectations have shifted, and that they need to change to keep up. 

Some providers have an explicitly stated goal to “provide an experience like DPD or Uber” when carrying out services. By extension, this requirement is making its way into repair and maintenance contracts.

The global pandemic has accelerated these changes, as tenants require increased reassurance and communication...

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Customer communication: The key to remobilising housing appointments

6 minutes read

As lockdown measures ease, housing providers are gradually reinstating repair and maintenance visits. But with a backlog of appointments to work through, landlords have their work cut out to comply with recommendations.

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7 ways to connect with customers on the day of service

5 minutes read

Customer experience is now more important than ever. Measures that used to be seen as nice but unnecessary are now vital, as companies focus on reassuring customers about safety measures. 

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How top retailers transformed customer experience during the pandemic

2 minutes read

Customer experience has been drastically affected by the global pandemic brought on by COVID-19. For many retailers, this has introduced significant problems in providing customers with safe and satisfactory services. For brands that have already been focused on enhancing the customer journey, the last couple of months have accelerated the path to digital transformation. 

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Designing a customer counter app to protect staff and shoppers

5 minutes read

Shortly after our team switched to remote working following Covid-19 restrictions, we asked ourselves: How could we help essential store staff and customers remain safe during the pandemic?

Meet Count Me In. A simple customer counter tool to count people in public spaces. People working for trading stores and warehouses can sync up their phones to get an overview of their space. They can see how many people are in the store and when to make customers wait outside. Especially handy when there...

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