Earlier this year, over 300 Jigsaw Rewards members took part in our Customer Contract Strategy survey and shared their opinions about how easy it is to contact Jigsaw and how they would like this to contact us in future.
The findings from this survey have informed our new Customer Contact Strategy which will be in place for the next three years. Here are some of the specific ways we have used this feedback:
You said: 77% of people who responded to the survey said that our current opening hours matched the time of day they would prefer to contact us about a non-urgent issue. However, 23% suggested other times would be more convenient for them and this was particularly popular amongst people who had full time work, study or caring responsibilities.
We did: Our opening times remain unchanged as they were already popular. During the three year period of the new strategy we will also explore the benefits and costs of extending service hours.
You said: You told us you would like more of our services to be available online. The top three choices were: reporting and booking a repair (78%), viewing your rent account (68%), and reporting anti-social behaviour (61%).
We did: You can already use our MyJigsaw website to check your rent account and we’ve recently added a feature where you can book your own repair appointment for some repairs. We will also be looking to add more online services, such as the ability to report anti-social behaviour in future. We will continue to consult with our customers as we plan new online services to ensure they meet your needs.
You said: You said that phone (56%) and email (16%) are your preferred way of contacting us.
We did: We will continue to invest in our Connect team so that they can deliver an excellent experience when you call or email us. It is important to us that both our online and telephone services are of high standard so that you receive great service however you prefer to contact us.
Thank you to everyone who took part in the survey.
If you would like to take part in future surveys like this then join Jigsaw Rewards; simply go to our website rewards.jigsawhomes.org.uk to join.
You can take part in as many or as few activities as you like and at a time that is convenient to you. In return, you will receive points which can be exchanged for high-street gift vouchers or credits towards your rent account.
Our members can receive over £100 in vouchers or rent credits each year.
