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Our research partner BMG

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Working with a research partner BMG

Riverside use an external research partner to help contact customers and ask them questions about the service we deliver. Our research partner is BMG, who work with a number of other large housing associations to deliver research on customer satisfaction. BMG started to work with us in August 2018.

Who are BMG?

BMG is a professional, accredited research company who help us carry out confidential surveys with our customers by telephone, text or email about the services they receive from us. They follow the Market Research Code of Conduct ensuring all of the surveys are carried out by trained market researchers.

What will BMG do?

BMG help us with:

  • Our Customer Experience Survey, focuses on key areas like customer service and repairs. BMG will contact our customers either by phone, email or text.  The findings are published in the annual report to customers.
  • Surveying those who have moved into a newly-built property in the last year. Usually carried out in January, April, July and October.
  • Sending a SMS text survey to customers who have had a responsive repair recently completed.
  • Sending a SMS text survey to customers who have had planned maintenance recently completed.
  • Sending at SMS text survey to customers who have logged a complaint that has recently been closed.

We’ll use the feedback to improve our services, compare our results with other housing associations, and follow up on any issues, with the permission of our customers.

How will customers be contacted?

Customer Experience survey
Every month a sample of our customers will be sent an email or SMS text inviting them to complete the survey online via a link to BMG’s website or receive a telephone call from BMG to complete the survey.

New Build survey
The New Build survey is conducted via a telephone survey.

Responsive Repairs
Customers who have had responsive repair completed recently, have provided a valid mobile phone number and have not opted out of taking part in surveys will be contacted. Messages are charged at standard text rate or depending on the mobile plan.

Planned maintenance
Customers who have had planned maintenance completed recently in, have provided a valid mobile phone number and have not opted out of taking part in surveys will be contacted. Messages are charged at standard text rate or depending on the mobile plan.

Complaints
Customers who have logged a complaint that has recently closed, have provided a valid mobile phone number and have not opted out of taking part in surveys will be contacted. Messages are charged at standard text rate or depending on the mobile plan.

How frequently will customers be contacted?

The majority of customers will not be contacted more than once within a six month period for the customer satisfaction survey.

Repairs SMS text surveys are sent on a daily basis, however customers will not be contacted more than once over a 14 day period.

Planned Maintenance SMS text surveys are sent out twice per week, however customers will not be contacted more than once over a 14 day period.

Complaints SMS text survey will only be sent out every week to all customers with a closed complaint; customers will not be contacted more than once in a four week period.

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