Convenient and cost-effective: what’s not to like about using online surveys to find out how happy your residents are with your services? Quite a lot, as it turns out. Not only can the results be skewed in terms of the age profile, but our new analysis shows residents tend to report lower satisfaction rates when …..Read the full article »
About Denise Raine
Denise Raine is a Director of Acuity Ltd, and has specialised in tenant satisfaction and feedback research for more than 20 years.Author Archive | Denise Raine
Surprising facts about online surveys (and how to make use of them)
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Reimagining housing services, the role of satisfaction data and how Acuity helped SVHS
The reimagining of housing services is set to be the new hot topic for 2016 because it is a tangible expression of what people think social housing is for. It invokes, in its wake, deeply held convictions about how a civilised and fair society should work and therefore what motivated many of us to come …..Read the full article »
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Tenant Satisfaction – is this the end of the road?
The HCA has pointed out that a tough operating environment makes VFM even more important than ever. The same might be said of satisfaction surveys. The value of what social landlords do is at risk thanks to a bewildering combination of government policies that are at odds with the sector’s values (eg an apparent ideological …..Read the full article »
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Dissatisfied residents – digging deeper
STAR survey revealed lower levels of satisfaction for younger residents Over the summer we worked with a high performing Trust to explore the results from a recent STAR survey which revealed that residents under 35 years old are less satisfied than older tenants. It’s a familiar pattern found at most landlords. With overall satisfaction with …..Read the full article »
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Carried out a STAR survey – what next?
After carrying out a survey most clients will read through the survey report, examine the data tables and share the results. Following on from this the next natural stage is to convene a meeting to discuss the findings, however we often find many clients need a steer as what to do to fully utilise the …..Read the full article »
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Customer segmentation
Customer segmentation uses data from satisfaction surveys and elsewhere to drive service improvement and increase satisfaction. It works by segmenting your resident population into relatively homogeneous groups that can be measured, analysed, and targeted. It is a simple idea, backed up by rather less-simple statistical analysis, which can be highly effective. It begins with a consideration …..Read the full article »
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Why conduct satisfaction research?
Engagement with customers is an integral part of business. It gives your residents an opportunity to shape service delivery. Understanding the needs of tenants will help you deliver the right services. Delivering and demonstrating value for money is key and will become even more important in the future. There is more to this than just …..Read the full article »
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