Page 26 - Clanmil together magazine Christmas 2025

THE

CUSTOMER

V O ICE IN

A C TION

Update on our service

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improvemen e xercises

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Over th p as f ew months, We sen o ut 700 surveys and online portal, ClanmilConnect.
ou S ervic I mprovement carried ou 1 2 o n-site inspections We recently surveye m ore
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Panel (SIP), a g roup of active wit t he panel an c olleagues. tha 9 00 customer a nd the
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customers working with us, has Using th fi ndings from both the
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been reviewin h ow we deliver survey and inspections, the panel feedbac i s c urrently being
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service t o m ak s ur y our an o ur team developed a s et analysed. Recommendation w s ill
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feedback continue t o s hape of recommendations. follo a nd we plan to relaunch
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ho w e w or a t C lanmil. ClanmilConnect in earl 2 026.
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As a r esult w e h av a lready
Ou m ost recent exercise begun making improvements:
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focused on communication in Ou S ervice Improvement
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our schemes wher n o C lanmil • A n ew procedur t o e nsure all exercises bring customer a nd
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colleagues ar b ased. The staff hav c lea g uidanc o n sta t ogether to review services
panel took a c lose look at managing noticeboards and identif w ay t o m ake
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communa n oticeboards in these an c ommunications. things better W . e w ould love
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scheme a nd explored a f ew key • T r aining fo c olleagues.
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questions: more customers to get involved.
• A m onitoring and review If yo w oul l ik t o t ak p ar o r
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• Does Clanmi h av a c urrent system to support consistent simply shar y our views, please
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policy on noticeboard i n t hese messagin a nd u t o d ate
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schemes? information. contac o ur Senio E ngagement
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• Do customer fi nd these If yo l iv i n a scheme with a Officer C lair D arby a t customer.
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noticeboard u seful? noticeboard, yo s houl b egin to engagement@clanmil.org.uk or
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• Is the standar c onsistent see improvements to the layout call 028 9070 6000.
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across all schemes? an c onten s oon.
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• Ho c an we make it more Th S ervic I mprovement
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consistent? Panel is no l ooking at our
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T o gether w , e m ak s ur e very customer’ v oic c ounts.
26 together magazine winter 2025
09/12/2025 09:21
32963 Clanmil together magazine Christmas 2025 a4 v9.indd 26
32963 Clanmil together magazine Christmas 2025 a4 v9.indd 26 09/12/2025 09:21