Vision One Research is a leading UK market research agency providing high quality business and consumer research with offices in London and the North West (Liverpool). Our specialist services include focus groups, eye-tracking, hall tests, online and telephone surveys.
Whether your interest is in measuring or tracking your advertising or marketing performance, evaluating new products ideas or simply to measure customer satisfaction, then we can help!
Satisfaction surveys are regularly performed in the social housing sector, we look at how customer feedback can be used for collecting feedback such as - tenant satisfaction, repairs surveys, customer engagement activities and much more. Vision One have experience in delivering such surveys for over 15 years and our Head of Customer Satisfaction Research 'Jas Gidda' outlines his top tips for runni...
Satisfaction surveys are regularly performed in the social housing sector, we look at how customer feedback can be used for collecting feedback such as - tenant satisfaction, repairs surveys, customer engagement activities and much more. Vision One have experience in delivering such surveys for over 15 years and our Head of Customer Satisfaction Research 'Jas Gidda' outlines his top tips for running a successful satisfaction campaigns.1. Strategy FirstBefore you start your survey campaign, make sure that you have thought of the reasons why you are doing the survey. We believe that the overall aims and strategy of your organisation should drive your thinking. For example, ask yourself...What KPI’s are important for you to achieve your strategic aims?How will you benchmark your results or know when you have achieved your goals?What actions can you take if things don’t go so well and do you have an action plan to improve these again?2. Implement good survey designMany Councils and Housing Associations have become disillusioned with postal surveys. They tend to be poor at attracting younger respondents and those who are time poor. Telephone surveys and other emerging technologies such as email and text messaging are changing the way research is done to provide more accurate and representative research.Many make the mistake of focusing on ‘statistical’ validity. Sample sizes should be driven by your strategic objectives, what you want to do with the data and how you will analyse the data (rather than what is simply statistically significant).Questionnaires should be carefully crafted and as short as possible. You can get ideas and questions from HouseMark, however, many of these are 'generic' in nature and may not meet your strategic measurement aims so may require modifications or a rethink.3. Analyse your resultsThis is arguably the most important We often come across organisations who spend time and money collecting information yet do nothing with it! The responses are in and it is time to analyse your results. So what does the data mean and how do you interpret it? The following prompts will allow you to delve deeper into your results and plan further action if needed:What was the satisfaction rate? Does this differ across different customer segments? What trends can you spot? Undertake key driver analysis to better understand what is driving the way people respond.This is just a very quick overview of resident and STAR satisfaction surveys. If you would like to find out how Vision One can help you transform your survey then talk to our experienced team. Please call or email email@example.com.