What is a transactional survey and how do we use it to gather your feedback?

We’ve changed how we collect your feedback

Your feedback helps us grow. To collect your views, we use ‘transactional surveys’ to understand how we’re doing and where we can improve.

What is a transactional survey and how do we use it to gather your feedback?

A transactional survey captures customer feedback after a specific interaction, this could be after having a repair completed, after a call to our contact centre or even after having a new kitchen fitted.

Why are transactional surveys important?

We welcome all kinds of feedback, both positive and negative. Good or bad, we need to know what we’re doing wrong so we can make improvements and provide you with a better service.

We appreciate you taking the time to share your experience.

Transactional surveys help us collect your feedback ‘in the moment’, and if things have gone wrong, we’re able to act quickly and make changes.

How have surveys changed?

We have recently changed the platform we use to send transactional surveys, these will now be sent from a new number (+44 7987 026922).

Previously, you had to respond to a text message. Now, you must click a link instead.

You can rest assured that the link is secure, and these surveys are managed in-house by Amplius rather than a third party.

Below is an example of how an SMS invite will look.

Below is a list of example customer interactions highlighting when you’ll receive a survey to provide your feedback.

• After a repair has been completed
• After a complaint has been handled
• After a call to our contact team
• After you have had a gas servicing visit
• After planned works (kitchens, bathrooms etc) have been completed
• Once a new customer has moved in to an Amplius property
• Once a customer has moved out of an Amplius property
• After a customer has received help, support or advice from our Financial Wellbeing team
• After becoming a new shared owner with Amplius
• After a shared owner has gone through the staircasing process (increasing shares in your shared ownership home).
• If your shared ownership home is resold through Amplius.
• If you have gone through the ‘defects’ process in your new home

How do I receive the survey?

You’ll receive the survey as a text message, or an email. Our priority is to always send them by SMS, but if we don’t have your mobile number, we’ll send it via email.

How can I opt out?

If you reply to the SMS with the word ‘STOP’ you’ll be unsubscribed from receiving surveys. In the email, there will be a button to unsubscribe from future customer contact and complaint surveys.

Thanks, we appreciate you taking the time to help us improve our service.