Insight Customer Scrutiny
The key to good scrutiny is customers but what is scrutiny, and what does it involve?
Customer scrutiny is a close-up, detailed look at a specific area of service to find out how it is performing for customers. It is a way to influence services, and there are several ways for customers to support scrutiny.
A main feature for successful scrutiny is information and detail about customer service experiences to inform how different services are performing and suggest improvements to benefit customers.
Our Insight group has recently scrutinised customers’ experience when initially reporting anti-social behaviour, assessing the triaging of new enquiries. The group has scrutinised customer services for over ten years.
Previous Insight scrutiny reviews have looked at:
- The service customers receive when moving into new homes;
- Communications about Damp & Mould;
- Support provided to assist with Credit Crisis and Employment & Skills;
- Management of communal spaces in Neighbourhoods.
Service areas Insight plan to scrutinise in the future include:
- Property Investment Work – replacement kitchens, bathrooms, and windows;
- Responsive Repairs;
- Grounds Maintenance.
What ways could you support customer scrutiny?
- Attend online meetings with other customers to have influence that counts.
- Join a customer focus group to find out about their service experiences.
- Come to a ‘Question and Answer’ session.
- Shadow teams to see day-to-day service delivery in action.
- Complete tasks at home such as research or reviewing information or feedback.
If this sounds interesting, you can get in-touch at customer.scrutiny@greatplaces.org.uk to speak to our Scrutiny Co-ordinator.
