Customer Service 2014: A Year End Review

Samantha Richardson,General Manager - Resident Services, Young London

Samantha Richardson, General Manager – Resident Services, Young London

In November 2013 the International Property Awards crowned Young London as the Best Lettings Agency UK 2013/14. This accolade instilled a lot of pride in the team – who work hard all year round – but it also meant that we entered 2014 with a challenge; to deliver a level of service that lived up to this honour.

To help us measure our success Young London continued to take the unique approach of encouraging our residents and landlords to provide detailed feedback on how the team is performing. This is undertaken at key points during the relationship (check-in, renewal and check-out) where they are contacted by the independent customer service specialists, RealService, and asked to rate our performance in key areas.

We always encourage respondents to be straightforward about their experience and we find they are always more than happy to let us know all the things we got right as well as what areas might need more focus. Every month this process provides us with a large number of in-depth comments that prove invaluable when determining if our service is living up to its billing.

By collecting this feedback we make sure that Young London can stay on its toes and respond to the needs of our residents and landlords. Therefore, following on from the feedback we received throughout 2013, we implemented a number of initiatives during 2014 to ensure we continued to deliver an ‘Amazing Service’.

Throughout the year we automated a number of our services to help make the lettings process easier and quicker. But, knowing our residents like a human touch, we made sure that the automated processes did not replace the ability to speak to a real person. I am pleased to report that, by allowing the whole process to be completed digitally, we have received nothing but positive comments about how simple our lettings process is.

Also, we understand that residents make an emotional decision when deciding where to live, and so it should come as no surprise that a quick response to maintenance situations is a high priority. To this end we brought on board a number of new, and reputable, contractors to provide us with a greater breadth of options when maintenance issues do arise.

The team we have gathered at Young London has helped us live up to our billing as the Best Lettings Agency. It is great to be have been able to keep up with our resident’s continually rising expectations and to receive so many positive comments about the team and our service – as well as a large amount of referral business!

All in all, 2014 has been a good year for Young London as our occupation rate is at an all-time high while our customer feedback score (people who rated us as good or excellent) has averaged out to 76%.

Our average customer service feedback score is very respectable but we know we can improve upon it. This is why we have a number of exciting (but secret) new initiatives in the pipeline for 2015. These new initiatives will help to further improve the service we provide to our residents and landlords and ensure we continue to meet their expectations.

And, as it is every year, our main aim for 2015 will be to provide a service that is personable, professional and ‘Amazing’.

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