Best Customer Experience

In this category, we’re looking for those organisations that are placing excellent customer experience front and centre of their operations. Entrants should show how they are setting a high bar for themselves – and the wider sector – when it comes to ensuring residents are getting the best experience possible.

We want to hear how organisations have used technology, nurtured the organisational culture, applied the training, worked in partnership, and devised their systems – or a combination of these elements – to ensure they keep getting it right.

Of course, it’s not a perfect world, things do go wrong, so how an organisation responds to nip problems in the bud is a keep part of the experience; how an organisation resolves such matters and learns is a key signifier of corporate character.

Key elements to consider: resident feedback and satisfaction; time and effective communication; personalised service; accessibility and inclusivity; use of technology to empower residents; conflict resolution; staff training; innovative service offerings; and, of course, a dedication to continuous improvement.