Webinar: Customer journey mapping made easy – a six-step approach

We’ve invited our special guest, housing research specialist, Katy Wilburn to share her top tips on how landlords can use customer journey mapping techniques to improve tenant satisfaction questions. 


Join our guest presenter Katy Wilburn, Head of Housing at IFF-Voluntas as she’ll be talking through how to redesign your satisfaction surveys so it aligns with your customer journey. Forming your questions using this approach makes sense to your customers and will ensure that your questions and responses will help improve the services you’re delivering. Katy will also talk about best practice in creating questions so you can avoid the common pitfalls of survey design.

Learning outcomes

  • Identifying areas for improvement
  • Telling the story of your results to create change
  • Exclusive - a killer report summary you can adapt for your business.

How do I join the Webinar?

We will be delivering this free webinar on a system hosted by 'Go 2 Meeting'. In advance of the webinar, you will be sent a unique url to join the event before it begins. In the meantime, please watch the video below to ensure you are able to join us. 


Wed 6th Nov 2019, 10:30am - 11:30am

Event URL:



Customer journey mapping made easy – a six-step approach
Membership Staff Tenant
Non-Members £20.00 £20.00

Event Contact

Name: Rae Watson

Email: rae.watson@tpas.org.uk

Phone: 01613683500

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