Torus customers who have had a recent repair done to their home, may have received a text asking them how happy they are with the results.

The ‘Delighted’ text message survey was introduced in March this year and is currently being used to test satisfaction of our responsive repairs service.

Customers receive a text message an hour after their repair has been completed, asking them about the service that they received, allowing them to give a rating of 1 (very dissatisfied) to 5 (very satisfied), with the opportunities to provide any additional comments.

Since we started the survey, we have received 1,800 responses, which in comparison to our regular email surveys is a massive improvement, for example we only received 630 email responses between January to March 2022!

The results are showing that satisfaction is currently 90%, with 2% respondents remaining neutral, and 8% dissatisfied. This is a huge improvement from the results that we were receiving in the email survey.

Another huge positive about the text survey is that the results are real time, which allows us to action any customer dissatisfaction quickly, which will hopefully result in more satisfied and happy customers.

The text comes from 073602 65592, with customers able to reply free of charge, and all the information supplied is covered by data protection. Customers can also remain anonymous unless they request a follow up.

We will soon be rolling out the survey for our other services. For more details about this and other surveys click here.