Digital platform provides ‘record’ level of tenant engagement

KINGDOM Housing Association has revealed how a digital tenant engagement platform is helping customers play a greater role in the development of landlord services.

The Fife-based organisation revealed it has seen ‘record’ levels of customer participation and engagement since adopting CX-Feedback from Glasgow-based Target Applications.

CX-Feedback is a tenant feedback platform designed for social housing providers. It is described as using inclusive delivery methods, artificial intelligence and advanced analytics to help social housing providers implement more efficient feedback processes.

Matthew Busher, Kingdom’s interim director of housing, said, “Customer feedback and consultation is key to everything we do as we strive for customer service excellence. CX-Feedback allows our customers to quickly and easily engage with us and we’ve been really impressed with the customer response rates and quality outputs we’ve seen so far. The response rates to date have been much higher than we’ve achieved with similar surveys in the past, plus it’s faster and more cost-effective which means we can offer better service and value for money to our tenants.”

Johnathan Briggs, CEO of Target Applications, added, “We are delighted to be working in partnership with Kingdom Housing Association, an organisation that clearly places great emphasis on listening to the needs of their customers. CX-Feedback is a tool which works alongside more traditional methods of customer engagement and which can help Kingdom deliver a range of services which meet their tenants’ understandably high expectations.”