Digital channel vs Traditional - which is best for resident feedback?

The value of Residence Experience cannot be underestimated in the UK. Housing associations are responsible for providing affordable and quality housing to their residents, and their ability to do so effectively relies heavily on the feedback they receive from those residents during the resident journey. This feedback can help them to identify areas for improvement, measure resident satisfaction and ultimately enhance the living experience for those living in their properties.

Traditionally, housing associations have used methods such as focus groups, postal surveys and interviews to gather feedback from residents. While these methods have their benefits, there are limitations that can hinder the effectiveness of the feedback gathering process. In recent years, digital channels such as online surveys have become increasingly popular and are proving to be a more effective way to gather feedback from residents.

Here are some of the key reasons why using digital channels to gather feedback via surveys is more effective than traditional methods:

Reach a larger audience: With traditional methods, housing associations are limited to reaching only those residents who are able to attend focus groups or respond to postal surveys. This can be particularly challenging for those living in rural areas or those with disabilities. Digital channels, on the other hand, allow housing associations to reach a much larger audience, including those who may not have been able to participate otherwise.

Speed and efficiency: With digital channels, housing associations can gather feedback quickly and efficiently. Surveys can be sent out to residents via email or social media, and responses can be collected in real-time. This allows housing associations to gather feedback more frequently and make changes more quickly, ultimately leading to a better living experience for residents.

Cost-effective: Traditional methods such as focus groups and interviews can be expensive and time-consuming to organise. On the other hand, digital channels such as online surveys are much more cost-effective and can be easily integrated into existing systems. This means that housing associations can gather feedback more frequently and without breaking the bank.

Anonymity: Online surveys allow residents to provide feedback anonymously, which can encourage more honest and open responses. This is particularly important when it comes to sensitive issues such as complaints or concerns about safety. Anonymity can help to build trust between residents and housing associations, ultimately leading to a better living experience for all.

Data analysis: Digital channels provide housing associations with the ability to analyse data quickly and easily. This means that they can identify trends and patterns in feedback, and make data-driven decisions to improve the living experience for residents. This level of analysis is much more difficult to achieve with traditional methods such as focus groups and interviews.

Smoke Customer Intelligence is a software company that provides housing associations with the tools they need to gather feedback from residents effectively. Our software allows housing associations to create customised online surveys that are tailored to their specific needs. We also provide data analysis tools that allow housing associations to quickly and easily analyse feedback data, identify trends and patterns, and make data-driven decisions to improve the living experience for residents.

Using Smoke Customer Intelligence's software, housing associations can:

• Reach a larger audience of residents
• Gather feedback quickly and efficiently
• Analyse data easily and make data-driven decisions
• Improve the living experience for residents

In conclusion, digital channels such as online surveys are proving to be a more effective way for housing associations to gather feedback from residents. They offer a range of benefits over traditional methods such as focus groups, postal surveys and interviews.

Smoke Customer Intelligence's software provides housing associations with the tools they need to gather feedback effectively, analyse data and make data-driven decisions that can lead to a better living experience for residents. If you're interested in finding out more about our software, please get in touch today.