Customer Scrutiny review 10 - Nature of Engagement

Scrutiny Panel Launches Review on Customer Engagement

Citizen’s Scrutiny Panel has initiated a comprehensive review focused on the Engagement with our customers. The aim is to understand what engagement truly means, identify barriers, and explore opportunities to make engagement more inclusive and effective.

The Purpose of This Review:

To undertake this review, the panel first needed to define what an “engaged customer” looks like. This definition is crucial for measuring success and shaping future strategies. Currently, Citizen has 2,525 willing and engaged customers, but we want to ensure this number grows and reflects the diversity of our customer base.

Key Areas of Focus

The review will explore several important questions and themes, including:

• Defining Engagement: What does it mean to be an engaged customer, and how do we measure success?

• Inclusivity: How can we make engagement attractive and accessible for all customers, considering demographics, digital skills, and language barriers?

• Incentives: Should Citizen offer better incentives for participation in focus groups, surveys, and other engagement activities?

• Barriers: What prevents customers from engaging, and how can these obstacles be removed?

• Channels: Which communication channels do customers prefer, and do they align with Citizen’s current approach?

• Strategy and Policy: How clear is Citizen’s Customer Engagement Strategy, and how does it connect to our customer-facing policies?

• Data Insights: Comparing EDI (Equality, Diversity, and Inclusion) data of Citizen tenants with engaged customers to identify gaps.


Questions Driving the Review

The panel will seek answers to critical questions such as:

1. What is the Customer Engagement Team’s strategy?

2. What are Citizen’s legal obligations regarding engagement?

3. How many members sit on the current engagement panel?

4. What does success look like for Citizen and its customers?

5. How do other housing associations approach engagement?

6. What barriers—digital, language, age, mobility—exist, and how can we overcome them?


The Aims

This review is about more than numbers. It’s about creating meaningful connections, ensuring every customer has a voice, and building a strategy that reflects the needs and preferences of our diverse community.

Stay tuned for updates as the Scrutiny Panel works to define the To-Be Service and shape the future of customer engagement at Citizen.

Scrutiny Panel Launches Review on Customer Engagement

Citizen’s Scrutiny Panel has initiated a comprehensive review focused on the Engagement with our customers. The aim is to understand what engagement truly means, identify barriers, and explore opportunities to make engagement more inclusive and effective.

The Purpose of This Review:

To undertake this review, the panel first needed to define what an “engaged customer” looks like. This definition is crucial for measuring success and shaping future strategies. Currently, Citizen has 2,525 willing and engaged customers, but we want to ensure this number grows and reflects the diversity of our customer base.

Key Areas of Focus

The review will explore several important questions and themes, including:

• Defining Engagement: What does it mean to be an engaged customer, and how do we measure success?

• Inclusivity: How can we make engagement attractive and accessible for all customers, considering demographics, digital skills, and language barriers?

• Incentives: Should Citizen offer better incentives for participation in focus groups, surveys, and other engagement activities?

• Barriers: What prevents customers from engaging, and how can these obstacles be removed?

• Channels: Which communication channels do customers prefer, and do they align with Citizen’s current approach?

• Strategy and Policy: How clear is Citizen’s Customer Engagement Strategy, and how does it connect to our customer-facing policies?

• Data Insights: Comparing EDI (Equality, Diversity, and Inclusion) data of Citizen tenants with engaged customers to identify gaps.


Questions Driving the Review

The panel will seek answers to critical questions such as:

1. What is the Customer Engagement Team’s strategy?

2. What are Citizen’s legal obligations regarding engagement?

3. How many members sit on the current engagement panel?

4. What does success look like for Citizen and its customers?

5. How do other housing associations approach engagement?

6. What barriers—digital, language, age, mobility—exist, and how can we overcome them?


The Aims

This review is about more than numbers. It’s about creating meaningful connections, ensuring every customer has a voice, and building a strategy that reflects the needs and preferences of our diverse community.

Stay tuned for updates as the Scrutiny Panel works to define the To-Be Service and shape the future of customer engagement at Citizen.