The development of new consumer regulation following the social housing white paper means that social housing providers are under increasing pressure to improve customer engagement and service provision, provide value for money services and affordable housing. Making measuring and monitoring customer satisfaction more crucial than ever.

Whether that’s understanding satisfaction levels related to service delivery, or tracking customer perception over time, you’ll want actionable insight to support service improvements and improve your customer experience. And you need high quality data and clear reporting to stay accountable to your tenants, your board and the regulator.

Benefits

Tailored to your needs

Enjoy flexibility with your choice of surveying channels and frequency to maximise response rates, maximise accessibility and meet your organisation’s needs.

Respond quickly

Our bespoke customer portal will give you real-time insights, including hot alerts delivered direct to your operations team to help you stay on top of performance and respond quickly to issues.

Results that stand up to scrutiny

With independently collected research, delivered by an award-winning agency and housing specialists, you can have confidence your results are robust and reliable.

How we help

We help housing providers meet regulatory requirements and build stronger relationships with their customers through reliable and robust customer insight programmes.  We can help you meet the new requirements of the tenant satisfaction measures or provide you with a bespoke programme incorporating deeper understanding of a range of customer touchpoints.

Choose from transactional surveys which measure real-time satisfaction with service delivery, or perception surveys to understand what your customers think of you. Or, better still, a combination of the two to really understand the customer experience you’re providing.

Most of our housing partners choose a continuous research programme, however we also offer one-off snapshot surveys, depending on your requirements.

 

Our research partners

Here are a handful of the social housing providers we help to measure customer satisfaction.