Ottawa Community Housing Feedback Management Case Study

This case study details the feedback management strategies employed by Ottawa Community Housing (OCH), the largest social housing provider in Ottawa. OCH manages a diverse portfolio of approximately 15,000 homes for over 23,000 tenants, including various demographics. To enhance customer satisfaction and align with their core values of Collaboration, Accountability, Respect, and Excellence, OCH transitioned from manual survey collection to a digital approach using the Loop Experience Platform. In September 2020, they installed kiosks in their four main offices to gather in-person feedback. During the pandemic, they adapted by embedding feedback links in automated emails to tenants, ensuring continuous data collection. The implementation of Scoreboards displaying feedback results has fostered transparency and empowered staff to address negative feedback effectively. Overall, the Loop Experience Platform has proven beneficial in maintaining accountability and improving tenant engagement during challenging times.