Understanding and working with resident feedback
Our approach to satisfaction research has been designed specifically with smaller associations in mind. We can offer you:
- Flexibility in both what you ask and how residents’ views are obtained
- On-line and face to face as well as paper/postal completion
- Analysis of what is driving satisfaction levels
- An action planning and service improvement focus
- A wider customer insight framework
- Benchmarking including STATUS compatible measures
- Cost effectiveness and value for money
Methods
We have track record of carrying out high quality research and consultation in the housing sector.
We identify the issues and drivers behind satisfaction levels, segment data and identify trends.
Results are also compatible with standard STATUS questions, so a backwards comparison is possible.
Click to find out more about satisfaction analysis and reports.
Customer satisfaction
"I am in all respects very happy with the outcome. I thought you both managed the process professionally and creatively throughout - a good balance between understanding what we wanted to achieve and helping us get there, and a bit of challenge where appropriate. Your interface with Crown staff was well managed, equally so with our tenants as far as I can see. The design of the survey was very user friendly, and I‘m sure this was why we got results which exceeded my expectations in terms of the response rate you secured and the volume & quality of comment you obtained from our residents. You happily went the ‘extra mile‘ on the statistical analysis to respond to the queries I raised. The hard copy report and the presentation were well received by board members."
Nick Wood, CEO, Crown HA