LTSA conducts a range of activities to strengthen our relationships with stakeholders, customers and other groups impacted by our activities, both providing them with information and updates about our activities as well as seeking their feedback to help us incorporate their needs into our products and services.
Outreach and engagement activities include:
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regular newsletters, online news releases, and social media content
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customer education which includes a webinar program, online content and workshop sessions
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attendance at industry events to build community presence
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user research to gather feedback and improve customer experience
In addition, our Customer Support team provides an ongoing feedback channel for customers and members of the public. User research forms an important part of system development; the alignment of this program with other customer feedback mechanisms improves overall customer experience.
The annual Customer Relationship Health Survey is one of several tools LTSA uses to collect customer feedback. The annual Customer Relationship Health Survey provides a baseline dataset for customer sentiment, and offers the option for customers to engage in further customer feedback related outreach.
When more detailed feedback or data is needed, the User Experience (UX) team also conducts research activities that include remote and in-person workshops, one-on-one discussions, usability tests for products in development, and other detailed research with specific customer segments to better understand their needs, how they work, and how LTSA can better support them.