Have your say: the way we collect your feedback is changing

At ng homes, we aim to ensure your voice is at the heart of all we do - and we are looking at ways to continually improve the services we provide. 

You may remember in our last issue of North News that we told you about a new system called CX-Feedback which we will be using to send messages and to run surveys to find out what you think of our services and collect suggestions on possible improvements. 

As of tomorrow (7 March 2025), we will be able to send out digital surveys by text or email. Most surveys will be short and easy to complete within a few minutes and offer the chance for you to let us know how you found the experience and share any comments you may have. We will use your responses to review what we are doing well and also to highlight any areas that we need to improve on. 

To take part in the surveys, we will need to have your mobile number and/or email address so please make sure to let us know if your details change.  You can do so by email to info@nghomes.net or by phone on 0141 560 6000.  You will also have the chance to update your contact details at the end of surveys sent through CX-Feedback.  

Find out more about CX-Feedback and what it will mean for you below:

What does CX-Feedback do?

The system enables us to send out surveys via a phone call, text, or email so we can listen to your views on lots of different subjects. The system can also text you directly with updates and messages. We will be able to make this specific to your local area and your interests, so the information is relevant to you and your neighbours. We will also be able to pick up feedback quickly to spot any areas where extra attention may be needed so that we can respond and make things right quickly.

What difference will this make to customers like me?

This system will help us to ensure that you only receive messages and surveys that are of interest to you. We know that a lot of our customers have very busy lives – this gives you the chance to give us quick and instant feedback, so we can truly understand the issues that are important to you.

How will I know that these surveys are from ng homes?

The messages and surveys will be sent to you directly, usually by email or text message. They will have our recognisable branding but if you are concerned that they are not genuine, we encourage you to please email us at info@nghomes.net or phone us on 0141 560 6000 to check