Analysing feedback from the customer perception survey

More than 4,000 of our customers completed our latest customer perception surveys in 2020, giving us valuable insight into what we’re doing well and, perhaps more importantly, where we can improve.

Analysing feedback from the customer perception survey

More than 4,000 of our customers recently completed our customer perception survey, giving us valuable insight into what we’re doing well and, perhaps more importantly, where we can improve.

People from across our customer base completed various online and postal surveys as well as taking part in telephone interviews to give their views.

Many of the findings showed that we’re doing a lot of good things, but also highlighted where we can improve the service we provide.

Now, a team of colleagues is working through all the feedback and identifying actions we need to take in order to make these improvements.

Key findings

Some of the key findings from the survey include:

  • General Needs and Sheltered Housing customers recorded a 74 percent overall satisfaction rate.

  • At least 75 percent of all customers are satisfied with the quality of their home.

  • The percentage of General Needs and Sheltered Customers (68 percent) who feel we listen to their views and act upon them is up compared to the last survey in 2017.

  • Value for money has improved amongst most customer groups.

  • The repairs service remains a key issue for customers.

Sam Wylie, Head of Customer Services, said: “We’re really pleased with the number of responses we received from customers. This has helped us get a valuable insight from the customers’ point of view as to how we’re performing.

A lot of the feedback is positive, although we’re are aware of some areas in which we need to improve.

“The survey was carried out during the Coronavirus pandemic, which we believe may have had an impact on some of the results.

“We’re pleased to see that the majority of customers are satisfied with the quality of their homes and the safety and security of the properties, although we’re aware that leaseholders are least likely to believe we understand their requirements.

As we expected, the repairs service also remains one of the biggest issues for our customers. We were aware that this would be the case and, as many will know, we’re in the process of procuring a new repairs contractor.

“We’re working with customer representatives as part of that process and we’re confident the new service will better meet our customers’ needs.

“There are also other actions identified as a result of this survey, which we’re already beginning to work on, and we’ll bring you further updates in future editions of Our Voice.”


Safety and security satisfaction


Rent – value for money satisfaction


Satisfaction with listening to customers’ views


Satisfaction with repairs service


Satisfaction with overall quality of the home


    
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