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A customer impact assessment is a structured evaluation used by organizations/businesses to understand how proposed changes—such as new products, services, policies, or operational shifts—might affect their customers. It’s a key part of responsible change management and customer-centric decision-making.
It also supports the Customer Assurance Committee by providing updates on the progress of the Customer Engagement and Voice Strategy. The Committee’s role is to ensure that effective arrangements are in place so the customer’s voice is heard and acted upon in all matters related to the Consumer Regulatory Standards. The Committee ensures customer views are represented and used to inform Board decisions, through formal reports and updates delivered by the Committee Chair.
So with this in mind;
We’d love to hear from you—our customers—about whether you feel you're making a real difference in shaping our policies and services. Can you see the impact of your feedback? Or maybe we haven’t done a great job keeping you in the loop about changes, or you feel your voice isn’t being heard. Either way, we’re listening, and we want to improve.
We’re committed to delivering the best possible experience—and your feedback plays a vital role in shaping our services. Please take a moment to share your thoughts in our survey below:
What is an Impact Assessment Report:
A customer impact assessment is a structured evaluation used by organizations/businesses to understand how proposed changes—such as new products, services, policies, or operational shifts—might affect their customers. It’s a key part of responsible change management and customer-centric decision-making.
It also supports the Customer Assurance Committee by providing updates on the progress of the Customer Engagement and Voice Strategy. The Committee’s role is to ensure that effective arrangements are in place so the customer’s voice is heard and acted upon in all matters related to the Consumer Regulatory Standards. The Committee ensures customer views are represented and used to inform Board decisions, through formal reports and updates delivered by the Committee Chair.
So with this in mind;
We’d love to hear from you—our customers—about whether you feel you're making a real difference in shaping our policies and services. Can you see the impact of your feedback? Or maybe we haven’t done a great job keeping you in the loop about changes, or you feel your voice isn’t being heard. Either way, we’re listening, and we want to improve.
We’re committed to delivering the best possible experience—and your feedback plays a vital role in shaping our services. Please take a moment to share your thoughts in our survey below:
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to contact people to join the focus group. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.
Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website to read our Customer Feedback Policy and submit your views.
