Satisfaction vs. Trust: Listening to residents and tenants to understand and improve trust

United Welsh is a medium-sized housing association based in Wales, which provides a diverse range of housing and other services to around 11,000 customers. Whilst customer satisfaction scores across the board have seen improvement in recent years, customers’ Trust in the organisation has proved a more stubborn metric to improve. In this session, Julian will examine the factors contributing to these survey results, provide some insight into the cause-and-effect nature of trust scores and outline the practical steps United Welsh is taking to build greater trust between the organisation and its customers.