Case Study: Watford Community Housing boosts customer satisfaction from 65% to 93% with Reward Gateway

Deirdre Ward, HR Business Partner at Watford Community Housing Trust uses employee engagement to improve customer satisfaction from 65% to 93%

Watford Community Housing, a housing association managing nearly 5,000 homes with 170 staff, faced low employee engagement (only 43% engaged in 2013) and a customer satisfaction score of 65%, compounded by issues like poor perks communication, paper-based processes and long customer call wait times. To tackle this, HR Business Partner Deirdre Ward partnered with Reward Gateway and rolled out the Gateway Rewards employee hub (employee discounts and peer recognition) as a central part of her engagement strategy.

Using Reward Gateway’s platform alongside new manager development and an online appraisal system, the organization moved HR information, leave booking and forms online, introduced peer recognition and made discounts widely available. The changes cut incoming call waiting time from 15 minutes to 14 seconds, lifted customer satisfaction from 65% to 93% (a 28% increase), and delivered roughly $6,500 in annual ROI.

Watford Community Housing

Deirdre Ward

HR Business Partner