Customer Satisfaction

A very safe pair of hands

We have extensive experience of carrying out Customer satisfaction surveys. Over the last ten years, our directors have worked on the national reviews of resident surveys. Our methodology, approved by the MHCLG and NHF, and recommended by HouseMark for STAR, ensures you receive an excellent response rate and watertight results data that you can have ultimate confidence in.

Cost effective flexible approach

We offer self-completion postal surveys and telephone surveys as the main survey methods, as well as face-to-face interviews and online surveys. Our approach is always cost-effective offering great value for money without compromising on quality. We work in partnership with our clients to design bespoke surveys which through careful survey methodology, sample design and question selection, meets their rigorous demands and ultimately helps to inform service delivery reviews and produce valuable business-enhancing information.

Data you can trust

Acuity’s latest generation of high-quality reports and online dashboard provide independent and impartial analysis and resident profile data required by residents, staff, scrutiny panels, board members, inspectors and stakeholders. As part of the service, we also offer a user-friendly summary of findings to report back to your residents.

Extensive benchmarking data

We have historic data from over 750,000 residents who have participated in customer satisfaction surveys which enables us to provide high-quality benchmark data within your report and have access to HouseMark’s STAR results.

Local satisfaction ratings

We can present your profile and satisfaction data on repairs, anti-social behaviour, value for money and neighbourhoods at a local authority level to help establish a baseline for local standards.

Interactive workshops

We offer our survey clients facilitated interactive workshops with key stakeholders to look in depth at the survey results and identify key issues and actions for improvement. In our experience, this workshop has the effect of involving staff in particular in taking ownership of the survey results and in understanding the impact on service delivery. We are also happy to provide this service for clients who have carried out their own survey or who have used another market research company.

Post survey support

We can also assist with post-survey workshops, action planning or further in-depth research to get behind your statistics. With a range of follow-on research solutions including focus groups, in-depth surveys and mystery shopping we can help you get beyond the can-opener action of many one-off general customer satisfaction surveys.