Case Study: Beyond Housing improves customer satisfaction and real-time service recovery with CustomerSure

Beyond Housing boosts responsive repairs satisfaction by 7% with CustomerSure

Beyond Housing, a large housing association in the UK, faced challenges with a fragmented approach to gathering customer feedback. Their previous methods made it difficult to consolidate insights, identify trends, and act on feedback at scale, often missing opportunities for timely service recovery. To address this, they partnered with CustomerSure to implement a comprehensive Voice of the Customer programme.

CustomerSure provided a platform to collect feedback through multiple channels and used AI to categorize comments, apply sentiment, and flag urgent issues. This solution gave leaders a complete view of customer sentiment and integrated insights with operational performance. The results included a 7% increase in satisfaction for responsive repairs, real-time feedback for faster service recovery, and automatic vulnerability detection that enabled prompt, compassionate action for customers at risk.

Beyond Housing