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Understanding our customers to improve our service

 

Adopting a Customer Point-of-View

HUD is embarking on a journey to become customer centric. We started by adopting a customer point-of-view in a review of our programs and services.

Sandra

Sandra

I need an affordable apartment. What are my choices?

 
 
Will and Kayla

Will and Kayla

We want to buy a house this year! What do we need to know?

 
HUD’S HOMEOWNERSHIP SOLUTIONS
 
Rachel, Anna and Layla

Rachel, Anna and Layla

We are worried about lead based paint. Who do we call?

 
HUD’S HOUSING QUALITY SOLUTIONS
 
Veronica

Veronica

I want to strengthen my community. How can HUD support my community?

 
 
Ed and Maya

Ed and Maya

We are worried we could be a target of housing discrimination. Can HUD protect us?

 
 
 
What this means for HUD Customers and Communities

We intend to understand and better serve you – our customers

 
 
 

Our momentum will build as we take steps to serve you better by:

  • Furthering the agency’s knowledge and understanding of its customers,
  • elevating customer, employee and partner relationships,
  • enhancing HUD’s ability to deliver efficient and consistent service and
  • measuring all the factors that form the customer experience
 
Impact and Initiatives

Several initiatives are already underway. Click each link to learn more.

 
We’re studying the experiences of seniors seeking affordable housing

 

We're studying the experiences of seniors seeking affordable housing

 

We’re building a better home inspection process

 

We're building a better home inspection process

 

 
We’re documenting the inspiring stories of our residents and partners

 

We're documenting the inspiring stories of our residents and partners

 

We’re tracking all process enhancements as a result of our CX research

 

We're tracking all process enhancements as a result of our CX research

 

 

But the journey isn’t over! Join us as we continue to refine our customer research and pilot customer experience focused solutions. Follow us on our journey on Twitter @HUDgov