Quadel’s Julie O’Connor works with PHAs across the country improve program performance through improved policies and workflows. This includes customer service and call center operations.
One of the most underutilized tools available to Public Housing Authorities to improve overall program performance is also one of the most powerful: customer feedback. When used intentionally, customer feedback is not about scores or satisfaction ratings. Senior Program and Policy Advisor, Julie O’Connor, discusses how PHAs can utilize customer service feedback and analysis to provide high-quality, compliant HCV program services.
Focus on One Issue at a Time
Many PHA executive directors find gathering and analyzing customer feedback overwhelming. What information to track and how to track it can be hard to determine. This is why O’Connor recommends PHAs start simple.
“Focus on a starting point that is intentional and manageable. Evaluate where the agency receives the most complaints and where participants and landlords may get stuck or confused,” O’Connor said. “You don’t need a perfect system to start tracking feedback. You don’t have to wait until you have the ideal survey, tool, or process.”
Take the Good with The Bad
O’Connor believes customer service feedback is so important because it often highlights inefficiencies or inconsistencies that staff may not see. Common program complaints include call response times, appointment availability, and confusing policies.
And while O’Connor recognizes customer feedback may be negative at times and seem discouraging, it’s important to review all feedback to implement solutions and resolve problems.
“Critical or negative comments are early warning signals that help PHAs understand where systems are breaking down and help identify potential compliance risk before HUD does. You might not be gathering meaningful data if you never feel uncomfortable reading feedback,” O’Connor said. “Reading negative feedback does not mean the agency is failing. It means the agency is listening to its customers and has a goal to improve experiences.”
Use Feedback to Shape Staff Trainings
Feedback patterns or trends may show the need for additional staff training and clarification. O’Connor recommends sharing customer feedback and responses during all-staff meetings. All-staff meetings provide the opportunity for executive management staff to brainstorm “hot topics” and proactively address common issues or concerns.
“Management can implement targeted mini-training sessions focused on recurring issues. Sessions should focus on clarifying any processes related to customer complaints,” O’Connor said. “This approach helps staff buy-in to any process change implementations and will help mitigate customer service concerns before they arise.”
Quadel works with PHAs to implement customer feedback strategies and related policies and workflows. If your PHA wishes to discuss how it can utilize customer feedback to improve program performance, request a quote today.