Convenient click and collect no longer “nice to have” for retailers
11 minutes read
COVID-19 has changed normal ways of living, and social distancing measures have increased the demand for contactless click and collect services.
Localz Blog
All the latest news, features & insights on order collection, product and service delivery.
CX2020: Key takeaways for housing associations
5 minutes read
Home has never been more important as tenants endure health worries, financial uncertainty and social distancing. This was the backdrop for last week’s Inside Housing CX2020 conference - of which Localz was a proud sponsor.
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...
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...
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.
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.