Putting customers first

**Update 3 December 2024**

A big thanks to all our customers that provided feedback regarding our Customer Experience Strategy earlier in the year. We received a great response, with almost 1000 customers sharing their views.

Customers told us that the things most important to them are that we:

• Keep our promises and do what we say we will do
• Provide a timely response
• Ensure customers feel listened to and informed

Customers also said that being polite and friendly, delivering right-first-time services, prioritising services most important to customers and understanding customers' needs were also valued.

We are currently working with colleagues, our Customer Committee and Board on how we respond to this feedback and embed this as practice within the services that we deliver. We are then looking to weave this feedback within the key objectives in our new Customer Experience Strategy, ready for launch in the new year.

We will keep customers informed of progress.

**Consultation closed**

Congratulations to our prize draw winners who each win a £50 Love2shop e-gift card: Ms M from Old Trafford, Ms S from Bolton and Mr H from Sheffield.

**Update Wednesday 1 May 2024**

Thank you to everyone who has taken the time to share their views about what’s important to you when you deal with us, we really appreciate it. We are currently reviewing all of your feedback and will post an update here as soon as we can.

We will be in touch with the prize draw winners within 15 working days. Good luck!

During the consultation we were made aware that some customers had experienced a technical issue when posting their stories. Thanks to the customers who let us know about this. We got in touch with Granicus (Engagement HQ), our platform host, who have investigated and resolved the problem.

What do I need to know?

Check out the introduction from Rachel, our Director of Customer Experience to find out what it is all about in the video above. Or continue reading, you'll also find details about what we would like you to do below.

In the next few months, Great Places will be writing our new Customer Experience Strategy. This is the document that sets out how we will make sure that we put our customers first, and ensure that we listen to and hear the voice of customers. This is central to our aim of delivering excellent services that meets customers' expectations.

Earlier this year customers told us what we should prioritise for the future. Two of the areas that are most important are “we focus on doing the basics well for customers” and “we put the voice of the customer at the heart of our decision making.” Whilst we have some information about what this means, we need to understand in more detail the things that are most important to customers when they deal with us and what great service looks like.

You can read about some of the things we have done based on what customers told us in 2021. Take a look at the 'You said, we listened (2021-2023)' section to the right of this page

What do I need to do?

Have your say and you could win a £50 Love2shop e-gift card, the more activities you take part in the more prize draw entries you get!

To help us to understand what is important to you when you deal with Great Places, please spend time on this page and have your say by completing one or more activities below

1. Complete the short survey and tell us what you expect when you deal with us
2. Answer the quick poll and tell us what areas you think we should prioritise
3. Share your best customer service experience
4. Tell us what skills, attitudes and qualities you think Great Places colleagues should have on our ideas section

You will need to register or sign in to take part in some activities. Don't forget we will need to know who you are so we can enter you into the prize draw. If you complete all 4 activities you will receive 10 entries into the prize draw. Otherwise:

• 1 activity = 1 prize draw entry
• 2 activities = 3 prize draw entries
• 3 activities = 5 prize draw entries

All activities will close at 11.59pm on Tuesday 30 April 2024.

What happens next

Once the consultation has closed Rachel and the project team will review all of your feedback. You can check back here for future updates which will include how we plan to use what you told us.

**Prize Draw Terms & Conditions - All completed entries will be entered into a prize draw to win one of three £50 Love2shop e-gift card. There is no cash alternative available. Please note that tenancy issues may be taken into account when the winners are chosen. All activities will close at 11.59 pm on Tuesday 30 April 2024 and any submissions completed after this time will not be entered into the draw. Winners will be chosen at random and contacted within 15 working days of the closing date.**