PI's: Easy to Deal With
Satisfaction: Easy to Deal With
STA 009 GN: Percentage of tenants satisfied landlord is easy to deal with – GN
STA 009 OP: Percentage of tenants satisfied landlord is easy to deal with – OP
Rationale, Definition & Worked Example
Below you can find information regarding the rationale, definition and formula for this performance indicator. This includes a worked example to demonstrate how this indicator should be calculated.
Rationale
Analysis from the review found that the landlord being easy to deal with is a key driver for satisfaction with the landlord overall.
Definition
This indicator is to measure the percentage of tenants who say they are very satisfied or fairly satisfied with:
“How satisfied or dissatisfied are you that [your landlord] is easy to deal with?”
“Tenants” are defined as General Needs and HfOP tenants of the landlord, but excludes leaseholders, shared owners and commercial tenants.
The data source will be the most recent STAR tenant satisfaction survey.
Respondents will have the choice of five response categories. These are very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied and very dissatisfied. Use of a Five point numeric scale may be used as an alternative, or equvalent ten-point scales as long as the scale is compliant with the STAR guidance. In years when there is no survey, the most recent available years result should be reported with a note highlighting the date of the survey.
Numerator: The number of General Needs tenants who say that they are very satisfied or fairly satisfied.
Denominator: The number of General Needs tenants answering the question who gave valid answers: very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.
Formula
Z = the number of respondents who are very satisfied with the overall service / services provided
Y = the number of respondents who are fairly satisfied with the overall service / services provided
N = the total number of respondents to the question
Worked Example
The percentage would therefore be calculated as:
X = (Z + Y) * 100/N
Or in this case:
X = (233 + 513) *100 /1092
X = 68.31