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My Account Survey - Low Usage

My Account Survey - Low Usage

This survey is being carried out by Citizen in accordance with the UK GDPR and the Data Protection Act 2018. Citizen is the data controller. The information collected will help us understand the experiences of customers who use My Account.The data processor is Bang the Table. Information is stored on servers in the United Kingdom and Bang the Table gives an undertaking never to disclose the survey questions or your responses to others without permission. 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)

What do you mainly contact Citizen about? – Select all that apply *

* required

Repairs or reporting an issue

Checking the progress of a request or enquiry

Managing my tenancy

Updating my personal details

Making or managing payments

Information about my home

Reporting an issue or concern

If you have another reason you contact Citizen, you can tell us here:

Maximum 5,000 characters

0/5,000

What is the main reason you usually choose telephone or email rather than My Account? Select one *

* required

I prefer speaking to someone / I prefer using email

I want to explain my situation to someone

I wanted confirmation on what I’d submitted in My Account

I needed an answer quickly

I don't know what I can do through My Account

I've had problems using My Account before

I don't feel confident using My Account

Have you ever started a task in My Account but then had to contact us another way because you couldn't complete what you needed to do online? *

* required

Maximum 5,000 characters

0/5,000

Is there anything about using My Account that frustrates you or makes things more difficult? *

* required

Maximum 5,000 characters

0/5,000

Where do you find out about My Account information and updates? Select all that are relevant. *

* required

Customer email

Tenancy Management Checks

Social Media (Facebook, Instagram)

Signposting by staff or other agencies.

I haven’t seen or heard of any updates or information

What would make you more likely to use My Account instead of calling or emailing? *

* required

Maximum 5,000 characters

0/5,000

Are there situations where you would always prefer to call or email Citizen rather than use My Account? *

* required

Yes

Not sure

If yes, what type of enquiry or situation would you prefer to contact us about another way, and why?

Maximum 5,000 characters

0/5,000

10.

Overall, how satisfied are you with My Account? *

* required

Very satisfied

Satisfied

Neither satisfied or dissatisfied

Dissatisifed

Very satisfied

11.

How likely are you to use My Account in the future? *

* required

Maximum 5,000 characters

0/5,000

12.

Tell us your name:

Maximum 255 characters

0/255

13.

Tell us your email address

14.

What area do you live in?

Maximum 255 characters

0/255