Riverside Scotland launches Big Conversation with residents

Riverside Scotland launches Big Conversation with residents

Housing officer Aileen Paxton visiting residents

Riverside Scotland has launched a comprehensive customer survey to measure the overall customer experience and the quality of service delivery by the organisation.

The Big Conversation survey has been sent out to all Riverside Scotland households, giving customers the opportunity to feedback on the landlord and its services over June and July.

Diana MacLean, managing director at Riverside Scotland, is keen to understand what is important to customers and where improvements can be made to ensure customers are getting the best possible service.

“I’ve come into the organisation with fresh eyes and can see we really need to drill down and take steps to improve our customer satisfaction levels and this is the first step on our journey,” Ms MacLean said.

Riverside Scotland launches Big Conversation with residents

“Over the summer, we are going to be out on our estates carrying out a survey to find out what our customers think of us as a landlord and the services we provide. We’re really keen that our customers’ views, needs and aspirations are heard and acted upon, ensuring they’re at the heart of everything we do. We want to find better ways of doing things so that we continue to improve and transform lives in our communities.

“We have a dedicated Big Conversation team all set for knocking doors and they are delighted to be engaging with our customers face-to-face once again. We are also offering customers the option to complete the survey online or over the phone – whatever suits the individual. We really appreciate and value our customers’ views and want them to be honest and help us shape the future of Riverside Scotland. We are excited to receive the results of the research and start using it to make a real difference to our customers and communities.”

Riverside Scotland will share the results of the survey and how it plans to improve our services as a result of the feedback received with all customers in the Autumn. The landlord will base its next three-year customer plan on the findings.

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