Stop Chasing TSMs: The Hidden Driver of Satisfaction Performance

Free to attend 45-minute webinar

Thursday 5 March 2026 at 12pm (GMT)

About the Webinar

Tenant Satisfaction Measures dominate board conversations across Social Housing. Scores are benchmarked, scrutinised and compared, and pressure to improve them is intense. But TSMs don’t improve because they’re managed. They improve when everyday customer experiences improve.

This practical session focuses on how transactional customer feedback, from repairs, maintenance, ASB and complaints, supports consistent service improvement over time. Rather than chasing headline scores or adding reporting layers, the webinar explores how listening at key service moments creates the conditions for stronger TSM performance, week in and week out.

Who Should Attend

This session is designed for Social Housing leaders who sit between frontline services and board-level accountability, including CX, customer engagement, housing operations, complaints, insight, performance and governance roles. If TSMs, scrutiny or customer trust are regular board-level topics, this session is for you.

Why Attend

TSMs have made customer feedback more visible, more scrutinised and more exposed. This webinar helps you take pressure off score reporting by focusing on what genuinely improves performance. You will gain clarity on how transactional feedback does the heavy lifting, how to support frontline teams with usable insight, and how to have more confident conversations with boards about what improvement really looks like.

What You’ll Learn

This session offers practical guidance you can use straight away. You will learn how to:

Understand why TSMs behave as a lagging indicator and what that means for improvement efforts
Use transactional customer feedback to support consistent, day-to-day service improvement
Decide which feedback needs action now and what can wait, without overwhelming teams
Improve how customer insight is shared internally so ownership is clear and action follows
Close the loop with customers more confidently and consistently
Talk to boards about TSM performance without over-promising or relying on headline scores

Sign up now…

Speakers

Darren Wake

Darren Wake leads Customer Success at CustomerSure, where he helps clients act on feedback in ways that improve retention, increase revenue, and reduce customer effort. With a background in marketing, research, and experience design, he’s worked with teams across sectors to align internal processes with what matters most to customers. Known for his practical, plain-speaking approach, Darren helps organisations keep things simple, focus on the essentials, and deliver measurable improvements.

Richard Baggott

Richard leads organisation-wide transformation focused on improving how services are experienced day to day. His work brings together customer insight, data and delivery, helping teams turn feedback into practical action and giving leaders the clarity they need to drive meaningful, sustainable change.

Howard Jones

Howard leads customer feedback and insight activities at Sovereign Network Group, with a focus on using complaints, feedback, and experience data to drive meaningful service improvement. His work brings together customer insight, regulatory considerations, and operational delivery. This allows teams to identify root causes, strengthen customer and colleague engagement, and turn feedback into action

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Podcast Episodes

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Ep 1: Alicia Crowther: Small Changes, Big Impact

Darren Wake and Alicia Crowther unpack transformation when customer insight leads—turning feedback into direction, action, and results.

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Ep 2: Alicia Crowther: Making Space to Think

Darren Wake and Alicia Crowther discuss how space to think fuels creativity and innovation, and why it matters for business success.

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Ep 3: Alicia Crowther: Value when Budgets are Tight

Darren Wake is again joined by Alicia Crowther, founder of Three Digital Consulting, to explore how CX and VoC teams can prove their value.

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Ep 4: Ben Bax: Turning CX into a Business Advantage

Ben Bax shares how to turn CX from a cost centre into a growth driver, with tips on ROI, business alignment, and operational improvements.

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Ep 5: Ben Bax – CX Starts on the Frontline

Darren and Ben Bax discuss how stories, language, and culture make CX real for frontline teams, bridging strategy with daily customer interactions.

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Ep 7: Katie Stabler – Rethinking CX Culture, Metrics and Momentum

Katie Stabler joins Darren Wake to explore why CX culture, metrics and momentum matter now more than ever – and how leaders can make change stick.

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Ep 6: Ben Bax – CX Challenges and Opportunities in Utilities

Ben Bax explains what’s holding CX back in the utility sector and what companies can do to move forward.

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Ep. 08 – Clare White: When CX Fails Because Culture Does

Why culture and engagement are the missing links in customer experience.

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Ep. 09 – Clare White: Culture is the Real CX Strategy

How culture drives — or breaks — customer experience.

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Myth Busting 1: Should NPS be a lead CX metric?

Darren Wake and Ian Golding debate if NPS should lead CX measurement, exploring its role in modern strategies and common misconceptions.

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Myth Busting 3: Ian Golding: Should teams be bonused on VoC scores?

Darren Wake and Ian Golding debate whether tying targets and bonuses to VoC scores truly drives CX improvement… Or creates unintended risks.

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Myth Busting 4: Should CX managers ask colleagues how satisfied customers are?

Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that CX managers should ask colleagues how satisfied they think customers are.

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Myth Busting 2: Are surveys the only way to understand customers?

Darren Wake and Ian Golding discuss if surveys alone reveal customer truth, highlighting the need for multiple feedback sources in CX.

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Myth Busting 6: ‘Employee experience isn’t my concern. That's HR's job’

Darren Wake and Ian Golding explore why CX pros can’t ignore employee experience, discussing ownership, empowerment, and the rise of experience management.

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Myth Busting 5: Does a journey map stay valid for a year?

Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that a journey map created a year ago remains valid and doesn’t need to be revisited.

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Myth Busting 7: Ian Golding: Once CX is improving, no need to reply to individual feedback

Darren Wake debates Ian Golding on why CX leaders must act on individual feedback, not just overall trends, to drive real impact

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Myth Busting 8: ‘Need senior buy in to make CX change’

Darren Wake challenges Ian Golding with a common belief — that without exec-level support, CX professionals can't make change happen. Ian explores why leadership buy in really matters and how to influence the top table with facts and impact.

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Myth Busting 9: Can AI Actually Help with VoC?

Ian Golding and Darren Wake explore how AI is already transforming VoC — and what most teams are still getting wrong.

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Myth Busting 10: Is the customer always right?

Ian Golding and Darren Wake challenge one of the oldest beliefs in customer service — and explain why putting people first means knowing when to say no.

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