Harnessing user feedback to unlock more value
The construction industry constantly throws up challenges and obstacles for home builders, housing associations and commercial contractors. As a defect and repair resolution software company, clixifix® is positioned to improve communication, defect reporting and customer care, to ensure end users receive the best information about how defects and repairs are progressing.
To be able to understand specific challenges from people within the industry, clixifix® are conducting a number of industry-led focus groups to firstly inform their customers of developments and constant improvements, while also soaking up constructive feedback and applying technical developments based on the insight they receive from these forums..
Images from our Durham and Leeds focus groups.
If you would like to participate in our focus groups, please get in touch today.
Challenges that were discussed with attendees included inspection list integration, defect implementation and sub-categorisation, data manipulation, weekly bespoke reporting, subcontractor communication, digitising defects and reporting capabilities.
These series of focus groups will allow clixifix® to build up a bank of knowledge and understanding on how to develop and react to the ever-changing industry.
The vision for clixifix® is to consistently conduct focus groups with their customers to understand the challenges of the industry, build the knowledge to react and combat technological issues and grow stronger relationships with customers across the country.
The main areas discussed in the focus group were:
- UX/UI (user experience and user interface)
- Complaints process
- Inspection list
- Technicians App
Insights into the challenges
The construction customer care industry can pose many challenges to the housing sector. Each house builder, housing association or commercial contractors that work with clixifix® experience different challenges that need to be addressed. A common theme that came through was how the customers benefit from direct face to face interaction with other customers and with clixifix® personnel themselves, including the CEO, James Farrell.
The key points discussed included:
- Subcontractor engagement
- Defect management
- Subject access requests
- User access & experience
- Communication
- Reporting
The key points that were mentioned demonstrate an ongoing desire from their customers to collaborate with clixifix® with the aim to continually improve the software, while also an opportunity to share how much they value the system. Their desire to improve it is based on their awareness of the benefits it brings to their business and colleagues.
Delegate feedback
Ross Marvin
Operations Director - Shanly Homes
A major challenge for us is email defect integration. Our biggest challenge for our customer care team is responding to emails. Communication should all come from our customer care team, we want to get to a place where all communication is consistent and I believe using clixifix® will help us to achieve this.
Paul Moran
Group Head of Customer Service - Duchy Homes
Having the ability to engage with clixifix® was extremely important, we discussed improving engagement, functionality and communication with subcontractors. It was also refreshing to understand how the complaints process and inspection list are being streamlined and how it can be adapted to support all parties.
Cherie Norton
Customer Care Coordinator - Cussins
The clixifix® focus group gave me an opportunity to voice my opinion and share with like-minded industry experts. Being able to speak directly with James the founder at clixifix® was very important. Events like this are very powerful – and it is testament to the innovative and collaborative spirit of clixifix® that sessions like these take place.
Claire Trevett
Senior Development Project Manager - Cube Homes
To have the opportunity to speak directly with clixifix® to understand and iron out any queries we have on the functionality of the platform is vital. I believe it is important to house all defects, documents and communications in one place, it ensures that all parties including subcontractors are informed.
