Linking Customer Insight and Tenant Engagement

Explore the benefits of using customer feedback and customer journey mapping techniques. Work with tenant volunteers using your results to co-create value for money services.

A joint event hosted by TLF Research specialists in customer experience measurement and improvement and Tpas experts in tenant engagement.

Audience

All housing professionals working to achieve effective services in a challenging climate.

The event will explore:

• what journey mapping is and why it’s a useful tool in social housing;
• journeys to map in social housing and where to start;
• how to engage colleagues and residents in the process;
• research methods to produce the map – focus groups, consultations, interviews;
• how to produce the map – what to include, what not to include;
• supporting colleagues and residents to understand and use the map;
• using the map to recalculate the journey, drive improvements, create efficiencies & maximise revenues;
• techniques to involve tenant and resident volunteers to co-create, test and monitor the new journey;
• common challenges & pitfalls to avoid.

By attending this event you will

Gain a better understanding of customer insight techniques for journey mapping and how these can be used with tenants to co-create services. Explore how links and joint working between performance, insight and enganement teams can lead to improved services, outcomes from involvement and value for money approaches.