Case Study: PA Housing achieves 90% call-answer rate and faster customer responses with Spinify

Improving customer service with Spinify

PA Housing, which provides housing across the Midlands, London and the South East, was struggling with customer service metrics — only a 60% call answered rate, long wait times and slower email responses — and wanted a faster, more engaging way to support customers. They engaged Spinify to introduce gamified leaderboards, competitions like The Elimination, and real-time transparency to motivate their customer service team.

Spinify implemented leaderboards, briefing messages and gamification tools to drive engagement and visibility of performance. As a result, PA Housing increased its call answered rate from 60% to 90%, now answers calls within five minutes, and reduced email response time from three days to one, while boosting staff morale and ongoing daily use of Spinify’s platform.

PA Housing

James Vaughan

Customer Service Operations Manager