The housing association sector has been ranked the second worst for customer service, owing to issues with communicating with tenants.
Communication is particularly important when it comes to dealing with issues like property repairs.
The real estate sector performed much better than housing associations, suggesting tenants are more satisfied in the private sector.
The ‘Customer Service Report’ was undertaken by WhatsApp business communications firm Esendex, with the firm analysing Trustpilot review data.
Richard Hanscott, chief executive of Esendex, said: “Customer service is a critical part of business operations and reputation management, which is why it should never be relegated to the bottom of the priority list.
“As consumer demand and expectations expand year after year, businesses must implement fast, flexible, and multi-channel communication solutions that will align with the needs of customers.
“The findings from our ‘Customer Service Report’ highlight how industries such as housing associations are falling behind the expected standard for customer service, and need to prioritise efficiency, clear communication and building positive customer relationships. “
The retail sector was the only sector to perform worse than housing associations.
Hanscott added: “To be competitive, businesses must proactively build trust, a positive brand reputation, and improve customer service.
“By investing in the right customer service solutions – including WhatsApp for Business, AI, and chatbots – companies can streamline communication, reduce response times, and ensure support is available when and where customers need it.
“Sectors with low customer satisfaction scores, like housing associations, need to continue investing in the right tools to maintain these standards.”
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