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UK’s Largest Housing Association Cuts Manual Analysis by 97%

Clarion Housing used Adoreboard to collect tenant feedback from multiple channels and automate the manual analysis of feedback to create executive-ready insights.

Clarion is the UK’s largest housing association and provides homes for more than 350,000 residents across the country. They pride themselves on creating places to live for those who need them most; supporting social housing, new developments, and social investment to transform the lives and communities of people with fewer avenues into secure living.

Challenge

Prior to engaging Adoreboard, Clarion identified a need to centralise the analysis of customer feedback and ensure the customer has the ability to review interactions at each touch point instead of only via sporadic questionnaires.

They didn’t have a way of capturing this coordinated feedback, so their challenge was how to implement such a system and manage a manual and already overwhelming system of analysing the feedback for actionable insights.

Solution

Adoreboard’s Heartbeat pulse survey functionality allowed Clarion to immediately add a survey at the end of every digital interaction a customer had with the organisation. This included online chats, website embedded widgets, in-app communications, emails, and more.

This meant Clarion were able to reach customers in an organic, natural way and receive authentic answers. On top of that, the responses were directly analysed and insights were automatically created.Overall, they were able to:

  1. Deliver a new approach to surveying by capturing more open end feedback for richer insight.
  2. Move from sentiment analysis to quantifying emotional intensity and identifying serious complaints quickly.
  3. Move from word clouds summarisation of keywords to predictive insight.

With Adoreboard, Clarion was able to identify emotional drivers through an impactful root cause analysis, continuously learn what pain points customers were coming up against and gain automated actionable insights on how to improve.

Why partner with Adoreboard?

Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.

The numbers speak for themselves ↓

key channels capturing tenant feedback
3
reduction in manual analysis
97%
increase in tenant trust based on improvements
97%

Customer

key channels capturing tenant feedback
3
reduction in manual analysis
97%
increase in tenant trust based on improvements
97%
Industry: Real Estate
Company:  Enterprise
Use Case:  Customer Experience
“With traditional sentiment metrics, a customer could score you a five. They might have had a great experience with your customer service rep but for whatever reason still haven’t resolved the issue. The score doesn’t reflect why they marked like that or how you can improve. With Adoreboard we can do deeper by understanding the key emotional drivers of the experience. This results in tangible improvements to customer satisfaction.
Julie Kay
Head of Service Optimisation
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