Can doing less improve customer service?
If social landlords focused on their core services that reflected their organisations key priorities and phased out offering additional (or nice to have) services could this improve customer services and satisfaction?
During lockdown 52%* of landlords believe their relationship with tenants improved. With this in mind, and in light of the financial implications of the pandemic, should landlords be looking to rationalise their services to improve satisfaction?
*78 landlords participated in the Mobysoft survey in June 2020
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