The question to ask is: How satisfied or dissatisfied are you with the overall repairs service you received on this occasion?

Respondents should have the choice of five response categories. These are very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied and very dissatisfied.

The percentage satisfied should be the number of respondents that replied they were either very or fairly satisfied, divided by the total number of valid responses. Note that no opinion/dont know is not a valid response and should be excluded from both the numerator and the denominator.

Note that this question may be asked as part of your STAR survey, and if your survey meets the STAR survey methodology criteria, your figures will automatically meet the requirements of this PI. However, for this PI we will also accept figures from your own internal survey of residents following a repair, providing they meet the below requirements:

• The question asked must be the same as the question above, or so similar as to make no difference to the outcome.
• The response options must be the same as those detailed above, or on a comparable 5 or 10 point scale (if a 10 point scale is used, with 10 being the most satisfied, only ratings of 6 or above count as satisfied).
• The survey must be carried out remotely following the repair. Responses gathered by the operative whilst on site should not be included. However, we will accept responses from surveys carried out by telephone, post, or e-mail.