Housing associations carry huge responsibility. The residents they serve are relying on a landlord to keep that home safe and in good repair, and to put things right quickly when they aren't. For Orbit, which manages over 46,000 homes across the UK and supports more than 100,000 customers, meeting that expectation consistently requires a complete, real-time view of what residents are actually experiencing, and a way to act on it in time to matter.
That is where Qualtrics® comes in.
Qualtrics gives Orbit a complete view of customer experience by capturing feedback across multiple channels such as digital, phone calls and community forums, and from key interactions including neighbourhood visits, repairs and complaints. Using Qualtrics, Orbit can automatically analyse open-text responses and call transcripts to identify emerging themes, trends and sentiment in real time, enabling teams to identify and respond to customer needs quickly and improve overall experience.
If concerns are raised, Qualtrics can automatically flag them and trigger follow-up with the right teams. It also provides tailored, role-based dashboards, giving everyone from senior leaders to frontline staff the information they need in a clear, practical way that helps them take action.
This new partnership forms part of Orbit’s five-year Everyday Excellence transformation programme, which is reshaping teams, tools and systems to strengthen how Orbit listens to, connects with, and responds to customers. This supports Orbit’s wider ambition and 2030 vision to deliver consistently high-quality, responsive and customer-focused services.
By strengthening its approach to customer insight, Orbit aims to support a culture of continuous improvement, ensure frontline teams have the information they need to deliver effective services, and make customer experience the heart of service delivery.
Joe Brownless, Chief Customer Officer at Orbit, said: “Listening to our customers and acting on what they tell us is central to Everyday Excellence. Our partnership with Qualtrics gives us stronger, more timely insight into our customers’ experiences and helps us focus improvement where it will have the greatest impact. By better understanding what works well and where we need to do more, we can continue to build services that meet customers’ needs and expectations and help us deliver our 2030 ambition to provide amongst the best customer experience of any housing association.”
Phillip Bland, International Government Advisor at Qualtrics, added: "Housing associations like Orbit face mounting expectations from residents, regulators and the communities they serve. With Qualtrics, Orbit brings together the understanding, context, and capabilities required so teams can create the outcomes that good service and good governance demands in the moments that matter."
