BITMO Customer Service Survey

Your chance to win £50

BITMO wants to understand tenants’ experiences of contacting BITMO by phone and in person. Have you phoned BITMO, or come into our housing counter in the last year? We want to hear what went well, and where we could improve.

This survey is anonymous and will not affect your housing or services. The results will be reviewed in summary form to help us improve our services.

The survey is about improving the overall customer experience and is not used to assess individual staff performance. Please do not include the names of individual members of staff in your comments

The survey will take up to five minutes. Everyone* who completes the survey will be entered into a £50 prize draw.

*Draw only open to BITMO tenants who leave their contact details.

In the last 12 months, have you had face-to-face contact with BITMO staff? *

• Yes
• No

In the last 12 months, have you contacted BITMO by telephone? *

• Yes
• No

Have you visited the BITMO Housing Office in the last 12 months? *

• Yes
• No

This is the housing counter, not the BITMO’s GATE community centre.

Overall, how would you rate your face-to-face experience? *

• Very good
• Good
• Not good or poor
• Poor
• Very poor

Can you tell us more about your experience?

I felt staff were friendly and approachable.

• Strongly agree
• Agree
• Don’t agree or disagree
• Disagree
• Strongly disagree

Can you tell us more about your experience?

I felt staff were helpful and tried to resolve my issue.

• Strongly agree
• Agree
• Don’t agree or disagree
• Disagree
• Strongly disagree

I felt listened to and taken seriously.

• Strongly agree
• Agree
• Don’t agree or disagree
• Disagree
• Strongly disagree

What do you like about the face-to-face service?

What could we improve about the face-to-face service?

Do our current opening hours work for you? *

• Yes
• No

The BITMO housing counter is open 9-12 and 1-5 pm Monday, Tuesday, Thursday and Friday, and 9- 2 Wednesday.

If our opening hours changed, would this affect you?

• Yes
• No

How would you be affected?

Would evening or Saturday opening be helpful? *

• Yes
• No

Overall, how would you rate your experience of contacting BITMO by telephone?

• Very good
• Good
• Not good or poor
• Poor
• Very poor

It is easy to get through to BITMO by phone.

• Strongly agree
• Agree
• Don’t agree or disagree
• Disagree
• Strongly disagree

The time I waited to speak to someone was reasonable.

• Strongly agree
• Agree
• Don’t agree or disagree
• Disagree
• Strongly disagree

I felt staff were polite and professional on the phone.

• Strongly agree
• Agree
• Don’t agree or disagree
• Disagree
• Strongly disagree

My issue was resolved within a reasonable timeframe.

• Strongly agree
• Agree
• Don’t agree or disagree
• Disagree
• Strongly disagree

What do you like about the BITMO telephone service?

What could we improve about our telephone service?

I feel welcome when I visit BITMO buildings. *

• Always
• Most of the time
• Sometimes
• Rarely
• Never
• I don’t go to BITMO buildings

I feel staff are friendly when dealing with me. *

• Always
• Most of the time
• Sometimes
• Rarely
• Never
• I don’t go to BITMO buildings

How could we improve the service we provide?

How often do you contact BITMO? *

• Weekly
• Monthly
• A few times a year
• Rarely

What is your preferred way to contact us?

• Phone
• In person
• Email
• Online

Would you like to be entered into our prize draw? *

• Yes, and I will give my details
• No, thanks

Name *

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Last

First line address *

Telephone number

Email *

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