Who is a Customer?
At CCS, we believe this is one of the most important questions we can ask. While our primary contracts are with landlords who are undeniably our clients, we also recognise every resident who allows us into their home as a customer.
This distinction matters. It’s not a minor detail; it’s a core principle that everyone at CCS understands and values. By treating all residents as customers, we ensure their needs are respected, heard, and addressed with the same care and professionalism.
Customer Experience at the Core
Delivering a great customer experience is at the heart of everything we do. We believe it begins with the right mindset. If a tenant isn’t viewed as a customer, their concerns can easily be overlooked, and that’s simply not acceptable to us.
Customer Satisfaction
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Our Commitment to Customer Experience
To ensure we meet the highest standards, CCS has a dedicated Customer Experience Manager leading a team whose sole focus is customer care.
We’re honest about the challenges in our industry. With many tradespeople entering homes across the country, unexpected issues can and do arise. What sets us apart is how we respond.
We take pride in acting quickly when problems occur. Swift action not only helps resolve issues for the customer but also allows us to investigate and take steps to prevent similar problems in the future.
We don’t just accept feedback, we actively seek it. Early feedback helps us adapt and improve before small issues become major concerns.
The Importance of Clear Communication
When we launched our Customer Experience team, communication emerged as one of the most common areas for improvement. We listened and took action.
We streamlined our phone system, improved how calls are routed, and provided staff training to ensure calls are handled effectively. As a result, we aim to answer calls within 8 seconds and never longer than a minute. When customers call CCS, they speak to a real person quickly.
But communication is a two-way street. We keep customers informed about upcoming visits, including sending a reminder text message 48 hours before the appointment, plus a personalised courtesy call the day before. This reduces missed appointments and helps everyone stay on track.
We also understand that when someone takes time off work for a visit, it often comes at a personal cost, whether financial or using up annual leave. If we become aware in advance that a visit can’t go ahead, we will do everything we can to contact the customer as soon as possible, giving them the opportunity to adjust their plans. While these situations are rare, and not everyone can backtrack on a day off work, our proactive communication is always appreciated.
Call Statistics
*Individual contract - Correct as of 12/08/2025
