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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Does your site look big in this?
Internet access and smartphones Without internet access tenants are excluded from a whole range of services, benefits, employment, savings etc. Smartphone use is on the increase, and for young people (aged 12 – 17) it is increasingly the primary means to access the internet. Attitudes to digital media channels among social housing providers vary widely. …..Read the full article »
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Getting the most from satisfaction – business performance and VFM
Acuity Director Denise Raine shares her top ten list of what to consider when planning a resident satisfaction survey: What are the aims of your survey Why are you carrying out this survey – what are you trying to achieve? Unless you have clear aims and objectives you will not know if you are collecting meaningful …..Read the full article »
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From Status to STAR?
SPBM and Satisfaction With the demise of the regulatory requirement to carry out STATUS surveys, the sector needs to decide if it should adopt a new standardised approach to satisfaction measurement on a voluntary basis. A number of SPBM members have asked us for our thoughts on satisfaction measurement and this article sets out what we …..Read the full article »
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Reliably unreliable — what do surveys tell us?
With an expectation that the TSA will shake-up the way resident satisfaction data is collected we have been closely following recent thinking and debate on what changes should be made. Have we been impressed? Well, not really. While there must now be doubt that resident satisfaction is high on its priority list given the bigger issues …..Read the full article »
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Satisfaction – Where’s the Action?
In an ideal world, organisations would approach customer satisfaction measurement by establishing what is important to their customers before they decide what they are going to ask. They would use surveys to identify what is driving satisfaction, what satisfaction means to different groups of customers and what they can and cannot do to influence satisfaction …..Read the full article »
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Residents’ Conferences – Purposeful Fun
A residents’ conference can be a great way to engage with your residents in interesting and innovative ways, helping put faces to names and improve communications. We think conferences can also provide an excellent opportunity for residents to express their views on services and their relationship with their landlord. If they are well designed they …..Read the full article »
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Engaging with residents online as the digital divide closes
Within three years we believe that using email and the internet to engage with residents will be as inclusive as the current use of printed newsletters and surveys. Shifting to using electronic methods of communication with residents will provide opportunities for innovative and interesting engagement, and will be significantly cheaper and more effective, thus enabling …..Read the full article »
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