In our last email newsletter, sent in February, we asked you what you thought about the service you receive from our contact centre. Our contact centre team are the first people you speak to when you call in to Cairn, or message us through Facebook Messenger, webchat or email.
The survey received 122 responses. Thank you to everyone who took the time to fill it in. Well done to Laura Brogan from East Kilbride who is the winner of our £50 voucher.
When you phone Cairn, what qualities are most important to you?
The top three responses for tenants were:
- the friendliness and professionalism of the advisor,
- that our advisor was able to give you helpful and accurate information, and
- that our advisor fully understands why you have called
How satisfied are you with the quality of customer service from our advisors?
Unsatisfied 2%
Neither 3%
Satisfied 95%
How satisfied are you with how quickly we answer your calls?
Unsatisfied 1%
Satisfied 99%
What other feedback do you have?
| Brilliant service, never have any problems |
| You’re all doing a fantastic job. Stay safe |
| Great customer service |
| Efficient and considerate |
| Still don’t know the outcome of my query |
| Those who answer calls have always proved friendly, helpful and professional |
| I like how helpful and friendly the staff are. Cairn has to be the best housing association I have ever had to deal with, so keep up the good work |
| Could be quicker at resolving problems. I hope it stays when all is back to normal. At least you get an answer instead of being ignored. I like it all |
| From experience, I had the problem of my issue not being understood and having to go in circles explaining it |
It was great to get some positive feedback about our contact centre team. Our Board are looking at your feedback when they set new targets for how quickly we answer calls or digital enquiries. We’ll have more to update you on soon.
