Feedback stage progression management overview
A stage-focused approach to feedback case management supports a housing organisation's desire to ‘get it right first time’ and promotes the drive towards quicker, simpler and more streamlined complaints handling with local, early resolutions delivered by capable, well-trained staff. Complaints provide valuable information that can be used to improve customer satisfaction and may also prevent the same problems that led to the complaint from happening again. For those staff capturing feedback of all types - positive and negative - these records provide a first-hand account of the tenant's views and experience, and can highlight problems that may otherwise be missed. Handled well, complaints can give tenants a form of redress when things go wrong, and can also help the housing organisation to continuously improve its services. Typically, feedback case scenarios are segmented into stages, which may be used to define set milestones within the overall progression path, or to reflect the escalation transition points. For instance, all formal complaints may be divided into two distinct stages: Frontline Resolutions - For issues that are straightforward and easily resolved, requiring little or no investigation; and Investigations - For issues that have not been resolved at the frontline stage or that are complex, serious or potentially ‘high risk’.
Only one stage can be active at any one time within a feedback case, and that stage must be completed or cancelled - along with the inherent tasks - before the next sequential stage can be launched. Whilst each unique stage can be pre-configured with a default next step - a further stage - it is also permitted to activate the override option, giving control back to the end user to select an alternative next stage to the one being automatically proposed, if required. In progressing an individual feedback stage, a number of possible status values are applicable: Live, Complete, Mandatory Complete (indicating that all inherent mandatory tasks have already been completed) and Cancelled.
Separate help articles have been created for each key aspect of feedback stage progression management, including: