Internal customers – Is anybody listening?

Elin Price, RCT Homes.

Captive audience

Our audience

Why engage? 

Customer facing

Staff moral (sickness days; productivity; turnover)

Staff “buy in” – vision and values

Feedback and improvements

Message delivery

Communication vs engagement

88% of staff have heard of Esteem

75% of staff would use Esteem

Internal comms analysis

For each area of communication, office staff are 48% more likely to be aware of the activity & be engaged than HMU staff.

Written communication is either not disseminated or not read amongst HMU teams.

Communication methods

Intranet

Email

Face to face

Newsletters

Pod casts

Team meetings

Road shows

Telephone

Competitions

Staff conferences

Texts

Posters

Letters

Publicity material

Creativity in internal communications

Background

Performance figures

Accountability

Individual pride and motivation

Tenant satisfaction

Our plan....

Campaign to achieve the following:

Keep targets / performance front of mind

Instil pride in work done well

Reinforce message of accountability and individual responsibility

Customer experience focus

Audience

Mobile

Limited computer access

Peer pressure

Period of change

Campaign must be inclusive of all 330+ staff

Job Well Done

Campaign messages

Targets have a purpose

Individual impact

Job well done = job satisfaction

Focus on tenant satisfaction

Launch

Launch

Soft launch – Customer Service Week (5th - 9th October)

Dartboard – Job Well Done bull’s eye. Travel to all sites and offices. Bull’s eye = prize.

Campaign launched to team leaders & reinforced at team briefs

Methods -

Loyalty card

Targetometer

Practicalities

3 specific targets chosen for each team

Milestone targets for those measured quarterly

Tie in to compliments procedure

Evaluation

Key Performance Indicators

Customer compliments / complaints

Staff engagement in campaign

Productivity

Successes

Sickness rates – reduced by 50% in some areas

Allocations

Property inspections

Membership

Work in progress...

Over to you...

Challenges/solutions within your organisation.

In groups outline:

Two “hard to reach” teams

One quick win for each

One long term strategic approach