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Resident Satisfaction

Satisfaction - What you get


Our Resident Satisfaction survey generates a mass of quantitative and qualitative data which we then 'crunch' through our analytical database and provide:


Summary report


Full report


Board presentation


 

Feedback ...

"I appreciate the time you spent with us, particularly helping us to get an understanding of the issues we were keen to tease in out through the supplementary questions. Your suggestions were most helpful and appreciated. In addition, the management of the process was very competent, not only in terms of the analysis and summary of the findings, but also in ensuring we had the highest percentage returns we have ever achieved, all at a very competitive price.

Most important was the fact that, although we are a small organization, you both took the time to ensure we got the best out of the survey even though we started from a brief that was less than clear. Your patience and expertise was most appreciated."

Jim Dickson, Chief Executive, Oxbode HA


Links and resources ...


Our technology page

Our technology/satisfaction blog

Government guidelines on customer satisfaction. (4 MB PDF document)


Sample Size Calculator

This Sample Size Calculator is used to determine how many responses you need in order to get results that reflect the target population as precisely as needed. You can also find the level of precision you have in an existing sample.

Before using the sample size calculator, there are two terms that you need to know. These are: confidence interval and confidence level.

Enter your choices in a calculator below to find the sample size you need or the confidence interval you have. Leave the Population box blank if the population is very large or unknown.



Determine Sample Size

Confidence Level: 95% 99%
Confidence Interval:
Population:
         
Sample size needed:


Find Confidence Interval

Confidence Level: 95% 99%
Sample Size:
Population:
Percentage:
         
Confidence Interval:


Sample Size Calculator Terms: Confidence Interval & Confidence Level

The confidence interval (also called margin of error) is the plus-or-minus figure usually reported in newspaper or television opinion poll results. For example, if you use a confidence interval of 4 and 47% percent of your sample picks an answer you can be "sure" that if you had asked the question of the entire relevant population between 43% (47-4) and 51% (47+4) would have picked that answer.

The confidence level tells you how sure you can be. It is expressed as a percentage and represents how often the true percentage of the population who would pick an answer lies within the confidence interval. The 95% confidence level means you can be 95% certain; the 99% confidence level means you can be 99% certain. Most researchers use the 95% confidence level.

When you put the confidence level and the confidence interval together, you can say that you are 95% sure that the true percentage of the population is between 43% and 51%. The wider the confidence interval you are willing to accept, the more certain you can be that the whole population answers would be within that range.

For example, if you asked a sample of 1000 people in a city which brand of breakfast cereal they preferred, and 60% said Brand A, you can be very certain that between 40 and 80% of all the people in the city actually do prefer that brand, but you cannot be so sure that between 59 and 61% of the people in the city prefer the brand.

Factors that Affect Confidence Intervals

There are three factors that determine the size of the confidence interval for a given confidence level:

  • Sample size
  • Percentage
  • Population size

Sample Size

The larger your sample size, the more sure you can be that their answers truly reflect the population. This indicates that for a given confidence level, the larger your sample size, the smaller your confidence interval. However, the relationship is not linear (i.e., doubling the sample size does not halve the confidence interval).

Percentage

Your accuracy also depends on the percentage of your sample that picks a particular answer. If 99% of your sample said "Yes" and 1% said "No," the chances of error are remote, irrespective of sample size. However, if the percentages are 51% and 49% the chances of error are much greater. It is easier to be sure of extreme answers than of middle-of-the-road ones.

When determining the sample size needed for a given level of accuracy you must use the worst case percentage (50%). You should also use this percentage if you want to determine a general level of accuracy for a sample you already have. To determine the confidence interval for a specific answer your sample has given, you can use the percentage picking that answer and get a smaller interval.

Population Size

How many people are there in the group your sample represents? For most of the work we undertake with smaller Housing Associations population size if a key factor. A 50% response rate to a satisfaction survey of will give a far higher confidence level for an association with 600 residents than one with 200.

These confidence interval calculations assume you have a genuine random sample of the relevant population. If your sample is not truly random, you cannot rely on the intervals. Non-random samples usually result from some flaw in the sampling procedure. An example of such a flaw is to only call people during the day and miss almost everyone who works. For most purposes, the non-working population cannot be assumed to accurately represent the entire (working and non-working) population.