Resident satisfaction surveys continue to be an essential tool to shape services, improve ways of working, and enhance the customer experience. But there are compelling drivers for a refresh: a renewed focus on consumer standards, growth in digital communications, innovation from other sectors, appetite for real-time feedback, and a desire to use the latest analytical tools to understand satisfaction. What have we learned during the Coronavirus crisis and what is the latest about the revised and relaunched HouseMark STAR framework?

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Denise Raine

With nearly 30 years’ experience of market research in the social housing sector, Denise has been leading on customer satisfaction surveys – providing consultancy for social landlords on designing customer feedback programmes, delivering seminars and bespoke training courses, and undertaking various research projects. In 2019 she led the strategic, thought-leadership review of customer satisfaction measurement in the social housing sector for HouseMark.