Case Study: Notting Hill Genesis boosts customer satisfaction with Sabio Insight

Notting Hill Genesis - Customer Case Study

Notting Hill Genesis, one of the UK’s leading housing associations, wanted to improve resident satisfaction but lacked a strong framework for understanding customer experience, benchmarking performance, and linking service quality to frontline actions. To address this challenge, the organisation worked with **Sabio** and its **Sabio Insight** solution, including Navigator and Sabio Employee Engagement, to build a clearer view of how residents experienced its services.

With **Sabio**, Notting Hill Genesis introduced real-time customer feedback, operational benchmarking, and employee engagement tools to identify barriers, improve coaching, and focus teams on what matters most to customers. The result was a **10% increase in CSAT**, a **20% reduction in average call answer time** from **100 to 80 seconds**, a **10% increase in calls per agent per day**, and improved performance across more than **80%** of service measures.

Notting Hill Genesis

John Pender

Head of Customer Experience