100%
resident satisfaction with key handover process & team friendliness and helpfulness
Cosway Street
Challenge
Westminster City Council required a seamless Customer Experience for private sale purchasers from pre-completion throughout the two-year warranty period. A short mobilisation period before practical completion meant systems, communications and operational processes needed to be established quickly.
Response
Conductor CX rapidly mobilised, integrating with the client, contractor and sales teams to establish clear roles, communications strategies and operational processes. Structured systems and tailored customer communications ensured residents were fully prepared for completion and move-in.
Impact
The CX strategy was successfully mobilised within one month, enabling seamless completions and aftercare management. Residents reported 100% net satisfaction at key handover and home demonstration, while the client gained confidence that communications and defect management were professionally managed.
97%
resident satisfaction with the home demonstration process and ability to resolve queries
96%
resident satisfaction with CX communication on snags and defects