Transactional Surveys
Alongside perceptional TSM and STAR surveys, we carry out a range of transactional surveys to delve deeper into how different areas of service are performing and promote continuous improvement.
Residents who have had a certain experience, such as having a repair carried out, making a complaint, moving into a new build home, or reporting a case of ASB, are contacted shortly after this transaction is complete to take part in a survey. Responses are then instantly accessible through bespoke online dashboards.
These surveys, focusing on residents who have definitely accessed a particular service, incorporate a series of questions tailored to the specifics of each process and how it could be enhanced. Regular surveys completed efficiently allow trends to be tracked, prompt identification of any issues, and successful customer recovery.
Our Experience
Delving into a variety of service areas
Typically, we have around 180 different transactional surveys running at the same time. These event surveys focus on a wide range of service areas, such as responsive repairs, complaints, new lettings, gas servicing, ASB cases, planned maintenance, new developments and customer contact – just to name a few!
Valuable insight to promote improvements
For several of our clients, we operate a framework of transactional surveys, managing and carrying out up to 15 separate surveys every month. Alongside this, we offer insight reports, summarising the findings from one or multiple of these surveys, comparing how different service areas are performing and providing improvement recommendations.
Our Approach
From question set design to accessing the results and customer recovery, our focus is on ensuring transactional surveys will lead to tangible changes.
At regular intervals of their choice, clients upload details of completed transactions to our system. Surveys are then efficiently carried out by our experienced team of telephone interviewers (or links are sent for residents to take part online), with the results available directly through tailored online dashboards.
Customer recovery includes details of any resident with an urgent issue (whether related to the survey’s topic or not) being sent straight to the client. Actions based on survey responses and comments can also be set, categorised and tracked on our innovative dashboards.
As results build up over time, trends are clearly displayed, and declining aspects of service can be easily identified and acted upon. Analysis by a range of variables, such as location or repairs contractor, further helps to pinpoint where improvements can be made and feedback findings to staff.
“Really pleased with how quickly we established our four satisfaction surveys and how much support is available.”
