We wanted to find out what you, our customers, felt about how we communicated with you and delivered services at the start of and throughout the coronavirus pandemic. So, we devised a questionnaire asking 14 questions including :
· did YHA respond quickly enough to the developing crisis ?
· were you been able to contact us when you needed to ?
We used Mail Chimp to send the survey to the 597 customer email addresses we had at that time. The survey was live between 02 and 28 September and we received responses from 75 customers; many thanks to those customers for getting involved.
Did YHA respond quickly enough to the developing crisis ?
Although we had lots of encouraging comments and compliments, it was a mixed bag with a lot of information to listen and learn from. One of the key issues raised was communicating with and contacting our customers. If you contacted us during lockdown and we haven’t come back to you, do let us know.
"I think you did the best you could under the circumstances."
We will continue to use the website for important messages and will carry on capturing email addresses so we can use Mail Chimp more and more going forward. So, don’t forget to make sure we have your up to date contact details.
"I think YHA have come across as a caring landlord, who reacts to all aspects of reports, they have my vote of confidence" "It was very nice to hear from my Housing Officer to see how we were managing in lockdown."
If you’d like a copy of the full survey results, please contact Rachael Simmons – firstname.lastname@example.org