The Lincoln-based lettings insurance specialist has over 3,000 approved agents nationwide and hopes MyConnect, which will be up and running later this month, will help them to identify and meet the needs of their customers more effectively.
Letting agents will also be invited to submit new ideas or suggest areas for improvement which will be reviewed by the company’s Consumer Panel, made of up HomeLet employees and customers.
MD John Boyle (pictured) explained, “MyConnect will be an interactive area dedicated to our approved letting agents. As well as engaging with HomeLet they will be able to talk to each other and share knowledge and ideas with other agents in different parts of the country.
“We’re always looking for ways to improve our offering to customers and strive to listen to what they have to say and act accordingly. The feedback customers give is invaluable because they speak to landlords and tenants on a daily basis.
“MyConnect will make it easier for letting agents to engage with HomeLet whilst enabling them to share ideas with other professionals who work in the same industry but are not in direct competition.”
To measure customer satisfaction HomeLet commissioned a survey in January 2009 and as a result implemented a number of new products and initiatives. They ran the survey again almost 12 months later to determine what impact they had had on customer satisfaction and perceptions of the company.
In the second survey 75 per cent of respondents thought HomeLet communicate well with customers. This was up by 50 per cent on the previous questionnaire while 69 per cent thought the company was innovative – an increase of 42 per cent.
John Boyle explained, “The results of our last survey are proof that HomeLet listens to its customers and values their opinions. Our agents recognise we've been making changes to our products and services. Our efforts to be at the forefront of innovation when it comes to product and process development definitely seem to have paid dividends.
“MyConnect is another example of innovation in action and will complement the other channels of communication we’ve integrated into our business, such as Facebook and Twitter.
“HomeLet has never been more accessible, we believe that listening to our customers and responding effectively is fundamental to maintaining our position as the UK’s market leading provider of tenant referencing and specialist landlords and tenants insurance.”
www.homelet.com
