Raven successfully retained accreditation for Customer Service Excellence (CSE)

The CSE accreditation recognises Raven as an organisation that puts its residents first and strives to provide excellent customer service focused on residents’ individual needs and preferences.

The rigorous assessment process tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism, and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.

The assessment required Raven’s customer service team to present evidence on 19 separate elements which were considered alongside information the assessor gathered by interviewing a selection of staff and customers.

Jo Silner, Raven’s Head of Customer Experience said: “We are pleased that we successfully retained the standard for a further 12 months with an impressive five compliance plus awards, in areas that identified Raven are performing over the standard required. These areas included having an in-depth understanding of our customer groups, engaging, and involving customers using a wide range of tools and our overall commitment to customer focussed service delivery.

“The assessor was particularly impressed by the staff interviews, highlighting the commitment to customer service, and delivering services with customers at the heart of what we do. He also highlighted the exciting work of our Better Connected programme, making access to our services easier and quicker, particularly through our new website and customer portal.

“We are proud of the accreditation result and will continue to look at ways of improving the way we deliver services to you.”