At Big Picture Training we work with social housing providers in the UK and Australia to improve both their internal and external customer experience.
Here are some examples of projects we’ve worked on recently.
Behavioural Insights
Initially, Big Picture Training worked with Bridge Housing to improve performance around gaining access first time and to reduce the “cost to serve” for property inspections. We worked with the team to journey map the process and create customer personas. We identified those personas that we needed to influence and used customer feedback and behavioural insights to tailor our approach to nudge the desired behaviours. The trial cohort achieved a 100% first time access rate against a 91% first time access rate for the control group.
Customer Service Training
Having worked with Big Picture on the First-Time Access project, Bridge Housing decided to stop using Mary Gober as their customer service training provider, and to co-design a bespoke customer service training program with Big Picture Training instead.
We worked together to build an all-staff customer service training program that meets the organisation’s training needs and reflects their brand identity – vision, values, and organisational behaviours.
Rebecca Pinkstone, the Chief Executive Officer said:
The work we’re doing with Big Picture is fantastic! It’s changing the way we deliver our communications and design our services.
e-Learning
Big Picture Training worked with Haven; Home, Safe to create a new employee Induction e-learning program. The program contains three modules, introducing new employees to:
- the history of social housing and where Haven; Home, Safe fits.
- The Executive Team, Programs and Departments; and
- the organisational culture, values, and behaviours.
The e-learning is hosted on our Learning Management System. HHS have admin access to enrol new staff as part of the onboarding process. The e-learning is SCORM compliant. Completion is tracked and reported. This satisfies audit requirements and ensures that learners are maximising the benefit of the induction process.
Repeat business and customer loyalty
We’re not a one trick pony. Our customers are loyal and come back to us again and again, proving the quality of the services we provide.
Following the success of the Induction e-learning program, Haven; Home, Safe approached Big Picture Training to design a Return-to-Work e-learning. The brief was to assist staff to return to work safely when Covid-19 work from home restrictions were lifted, raising awareness to ensure adherence to COVID-19 protocols, policy and procedures.
Chantel Hogan, the HR Manager said:
You always do such a good job with these e-learning modules. They’ve been really well received.
We work with you to see the Big Picture, hear the customer voice and deliver Customer Service excellence. Our Services are tailored to your needs and designed to bring your vision, brand and culture to life.
Contact us to start your service improvement journey today.