Status Surveys
What is a Status survey?
A status survey is carried out so we can find out what our customers think about our services and how we can make them better.
By monitor customer satisfaction within our main service areas we are able to benchmark ourselves against similar organisations through Housemark.
The findings of the Status Survey are essential in ensuring the value for money and continuous improvement of our services.
Dale & Valley Homes commissioned a company called MEL Research to undertake their 2011 Satisfaction Survey during April and May 2011. A random sample of 2,000 customers were sent a postal survey, with a follow up reminder three weeks later. The company were responsible for analysing the results, and provided Dale & Valley Homes with a customer friendly report on the findings.
It is essential when analysing the results that they are compared against previous Status Surveys. The graph below compares the key findings from the 2011 survey with previous surveys undertaken in 2008 and 2006.
The results show that satisfaction has improved significantly across all key measures, demonstrating continuous improvement. Some measures have seen a great improvement; in particular how well Dale & Valley Homes keeps tenants informed about things which may affect them. This has improved by 13%. Customer satisfaction with the general condition of their property and the overall quality of their home also improved by 10%.
Results show that 88% of tenants were satisfied with the overall service provided by Dale & Valley Homes. This has continued to improve since both the 2006 and 2008 surveys.
