Customer Journey

Keeping the community involved in the project is important for community relations.

It can be a learning experience for both the public and the contractor.

The example below shows how one site achieved this:

  • The site is participating in a new resident liaison officer’s highly innovative initiative entitled the “Customer Journey” which has taken traditional communications, operations and other activities for major housing stock refurbishment programmes;
  • The activities are now RLO led ensuring that the customers are always placed at the centre of the process thereby ensuring that the number of incidents where occupiers feel overwhelmed by the activities know that they are an integral part of the process;
  • Importantly issues that have arisen on one project can be overcome from the outset on future similar projects and during the project a specific measurement of customer expectations can be reviewed and discussed by the team.

Footer Reference

Monitor report. Keepmoat Ltd (Apollo Property Services Group Ltd). Somerset. November 2016

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