Case Study: Leeds Federated Housing Association improves customer satisfaction insight with Snap Surveys

Leeds Federated Housing Association improves tenant feedback with Snap Surveys' 150-customer quarterly survey

Leeds Federated Housing Association, a social housing provider in the UK, wanted to better understand its tenants' perceptions to support decision-making and benchmark its performance. To achieve this, they worked with vendor Snap Surveys and their partner, Service Insights Ltd, to implement a solution using the Snap XMP platform for gathering customer feedback.

The solution involved using Snap XMP to conduct quarterly telephone surveys and implement a 'hot alert' system for real-time notifications of service dissatisfaction. This allowed Leeds Federated to proactively resolve issues, reducing complaints and improving satisfaction. The insights from Snap Surveys were integrated into the organization's performance management and shared with staff and tenants, ensuring they could adapt services to stay ahead of customer needs.

Leeds Federated Housing Association