Summary report

Typically three or four pages, this report presents the ‘headlines‘ from the findings. This will be the overall satisfaction figures and response rates and any notable trends.

For an example of one of these reports (PDF format, Adobe Acrobat reader required) please click this link.

Full report

This is a full and detailed report of all qualitative and quantitative findings using clear tables and graphics. We are able to correlate and compare responses to provide a clear indication of what is driving the headline response ratings.

Between the first draft report and the final version we will discuss the findings with you, and explore any themes that might have emerged, providing additional breakdown and analysis of the findings if necessary.

We use line and bubble charts (example below) to show how resident ratings for a particular service are linked to overall satisfaction levels. The size and the distribution of bubbles in the example chart below shows to what extent overall satisfaction is related to the way the landlord deals with a particular issue.

Landlords can thus understand how important particular issues are for their residents, and use this knowledge to prioritise efforts to improve services.

We provide segmentation of all the key findings so you can see the break down by area, age, length of tenancy and other measures, which can include special criteria defined by yourself.

An advantage of working with smaller associations is that we are able to invite more text comments from residents and we present text responses in a clear way that makes it easy to read through and identify common themes.

Board presentation

Having prepared the detailed report one of our directors will present the findings to your board, drawing out any themes and explaining the implications. Typically this is followed by a discussion of what actions you may wish to consider to address issues and improve satisfaction levels in the future.

Example Bubble Chart

The size and the distribution of bubbles is used to understand how a specific issue impacts on overall satisfaction.