Housing Association Customer Service Benchmark Programme

The Programme
This programme allows any Housing Association to order an assessment package consisting of a basic set of assessments with the option to add extra assessments to meet individual requirements. The results are compared with those of the other members of the Benchmarking Group.

What you get:
For the basic HACSB membership (£958 per Wave) you will receive:

1. A basic set of 10 mystery calls, 3 emails, 3 letters and 3 visits

2. Individual assessment reports for each call, visit, email and letter

3. A Benchmark Report showing the detailed results for all participating Housing Associations, compared with the Group Average, the Benchmark Rolling Average and with the best results for each communication channel

4. The option to add as many extras as you need to meet you own circumstances

5. The option to receive call recordings and copies of the actual emails and letters sent and received

6. The option of a more detailed individual report including trend analysis using any previous results as well as benchmark data

Frequency:
The main programme runs twice a year with fieldwork taking place in Spring (April and May) and Autumn (October and November). For customers who would like the programme to run on a quarterly basis it also runs in Summer (July and August) and Winter (January and February).
A discount is given for participating in more than one Wave per annum (5% for two, 10% for three and 15% for all four Waves.

Benchmarking:
Scores from all Housing Associations involved in this programme will be added to a rolling average for each measure for each assessment type. This will enable us to create a Benchmark dataset against which each Authority will be compared in the Benchmark Report and the Individual Summary Report if purchased.

Comparison data will also include the best Authority results for each communication channel, so that even those with very good scores can compare their results with the best.

Call recording:
We usually record all calls for our own Quality Control purposes (even if you have not opted to receive the call recordings) but can only do so if you have informed them in accordance with our HACSB Terms & Conditions. Where Call recordings are required they are supplied in MP3 format (playable on a PC) and are embedded in the Adobe PDF of each Call Report so you can read the report and hear the call at the same time.

Time Saver:
This programme is structured to require minimal effort on the part of you and your staff.

Individual programmes:
If you would like an individual programme customised to meet your own specific requirements we have a different pricing structure. Please call Rachel Hudson on 01409 255011 for more details.

MRS Code of Conduct:
We are members of the Market Research Society and our programmes are designed to be in full compliance with the Society's Code of Conduct. This is why we need to assure ourselves that staff have been informed about the programme - individual Housing Associations will often be so small that even if staff are not identified by name or description they may be identifiable because of the date and time.

Please click here to access our order form.