Telephony survey

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 review our telephony messages. 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.

We're currently reviewing the messages you hear when you call our Customer Experience Centre, and we'd love your feedback to help us make your experience even better.

Please take a moment to complete our short survey and let us know what you'd like to hear when you call.

When you hear automated messages at the start of your call, which do you prefer?

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Male voice

Female voice

No preference

While you are on hold, would you prefer to hear music?

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Yes, I like to hear music

No, I prefer silence

I have no preference

The technology will enable a callback option which will hold your position in the queue - how likely are you to use it:

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Very likely

Only when the queue is long (e.g. over 10 minutes)

No, I prefer to wait in the queue

Would you like to hear announcements about your estimated wait time?

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Yes, every time I call

Yes, but only if the wait time is long (e.g. over 5 minutes)

No, I prefer not to know

Are our current menu options when you call clear?

1 – Rent and payments
2 – Report a repair
3 – New or existing Anti-Social Behaviour reports
4 – Anything else

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Yes

While you're on hold, we currently share information about the features of your online portal, My Account. Do you find it useful?

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Yes

I don't have a preference

Is there anything else you would like to hear whilst waiting to connect to an advisor?

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When you've contacted companies or services (like the council, utility providers, Sky, etc.), what features or experiences made you feel reassured or stood out as positive while you were waiting?

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Do you have any additional feedback about the messages you hear when contacting the Customer Experience Centre that you'd like to share?

10.

Would you be interested in taking part in a focus group about this topic?

Yes