Customer Scrutiny Review 10 - Customer Engagement complete

📣 Review 10 Complete: Your Voice Matters – A Customer Engagement Review

The Customer Scrutiny Panel has completed its comprehensive review of customer engagement. The review explored what engagement means to customers, identified barriers to participation, and examined opportunities to make customer engagement more inclusive, accessible, and effective.

The Review Focused On:

  • Defining Engagement: What it means to be an engaged customer and how success should be measured.
  • Inclusivity: How engagement can be made more attractive and accessible for all customers, taking into account demographics, digital confidence, and language needs.
  • Incentives: Whether Citizen should offer greater incentives for customers who participate in focus groups, surveys, and other engagement activities.
  • Barriers: Understanding what prevents customers from engaging and how these obstacles can be removed.
  • Communication Channels: Identifying customers' preferred methods of communication and whether these align with Citizen's current approach.
  • Strategy and Policy: Reviewing the clarity of Citizen's Customer Engagement Strategy and how it links to customer-facing policies.
  • Data Insights: Comparing Equality, Diversity and Inclusion (EDI) data for Citizen tenants with data from engaged customers to identify any gaps in representation.

💬 Your Voice Matters – Review Complete

The review has identified what is working well and highlighted opportunities to improve how we listen to, communicate with, and involve our customers.

The final report includes 18 recommendations aimed at strengthening customer engagement, improving accessibility, and ensuring more customers have opportunities to influence services.

📝 The report has now been submitted to the Customer Assurance Committee and will then be presented to the Board for consideration and approval.

Thank you to everyone who contributed to the review. Your feedback and experiences have helped shape recommendations that will support better engagement for all customers. 💙


📣 Review 10 Complete: Your Voice Matters – A Customer Engagement Review

The Customer Scrutiny Panel has completed its comprehensive review of customer engagement. The review explored what engagement means to customers, identified barriers to participation, and examined opportunities to make customer engagement more inclusive, accessible, and effective.

The Review Focused On:

  • Defining Engagement: What it means to be an engaged customer and how success should be measured.
  • Inclusivity: How engagement can be made more attractive and accessible for all customers, taking into account demographics, digital confidence, and language needs.
  • Incentives: Whether Citizen should offer greater incentives for customers who participate in focus groups, surveys, and other engagement activities.
  • Barriers: Understanding what prevents customers from engaging and how these obstacles can be removed.
  • Communication Channels: Identifying customers' preferred methods of communication and whether these align with Citizen's current approach.
  • Strategy and Policy: Reviewing the clarity of Citizen's Customer Engagement Strategy and how it links to customer-facing policies.
  • Data Insights: Comparing Equality, Diversity and Inclusion (EDI) data for Citizen tenants with data from engaged customers to identify any gaps in representation.

💬 Your Voice Matters – Review Complete

The review has identified what is working well and highlighted opportunities to improve how we listen to, communicate with, and involve our customers.

The final report includes 18 recommendations aimed at strengthening customer engagement, improving accessibility, and ensuring more customers have opportunities to influence services.

📝 The report has now been submitted to the Customer Assurance Committee and will then be presented to the Board for consideration and approval.

Thank you to everyone who contributed to the review. Your feedback and experiences have helped shape recommendations that will support better engagement for all customers. 💙