Tenant Satisfaction: Guiding Service Changes

Transcription

1 Tenant Satisfaction: Guiding Service Changes

2 Before we start : Three Questions 1. Why do you need a repairs satisfaction survey? What is it for? Which business decisions does it feed into? Where does the information go to in the business? 2. How do you monitor customer satisfaction currently? Type of surveys? Number of surveys? What type of questions do you ask? 3. Think about your typical customer. What do you think is important to them in a repairs service?

3 Using satisfaction surveys to guide service change is a simple process. Think about your objectives, then ask the right questions to enough people, using a robust method. Distilling the answer through analysis, action the change, then evaluate and go again.

4 Where does it go wrong? We collect the data, we don t have time to analyse and understand it It doesn t tell us anything we don t already know We know where the issues are, but we don t know what to do to fix them Our satisfaction scores are consistently high, we don t need to change anything

5 Using satisfaction surveys to guide service change is a simple process. Think about your objectives, then ask the right questions to enough people, using a robust method. Distilling the answer through analysis, action the change, then evaluate and go again.

6 Objective s Led Design: Why do you need a repairs satisfaction survey? Measuring contractor/ internal KPI s Benchmarking against peers Benchmarking against rest of the business Monitoring end to end service delivery Highlighting failures in process Improving value for money Identifying cost savings Understanding what we do well/ not so well Understanding what s important to tenants

7 Objective s Led Design: Designing questions to meet objectives Benchmarking use consistent questions and consistent scales Know what the rest of the business ask and how Cover the full customer journey Ask the questions you know you wont score well at Contractor KPI s Agree the questions.. But which questions? Ask about the things which matter to tenants, not just your service standards

8 Voluntas Data : What can you learn from our customers? What do other HA s ask? Satisfaction scores across the end to end journey for repairs Key drivers of overall satisfaction what s important to tenants?

9 Questions: What does everyone else ask?

10 Questions: Something missing?

11 Questions: What does everyone else ask?

12 Questions: Measuring what we re good at?

13 Satisfaction Scores: The Customer Journey

14 Satisfaction Scores: The Customer Journey

15 What s most important to customers?

16 What s most important to customers?

17 Do we measure the key drivers?

18 How do we score on key drivers?

19 Recap Satisfaction is highest with; Convenient appointments, Contractor attitude and cleaning, Meeting expectations and solving the issue. Satisfaction is lowest with; Showing ID Calling ahead and follow up appointments Key drivers of satisfaction for customer s point of view are; waiting time before the repair, communication during the work, and the quality of the final work.

20 Satisfaction Scores: Overall Satisfaction Overall, how satisfied are you with the repairs service you received?

21 Benchmarks: Does Stock Size have an impact?

22 Benchmarks: Or location?

23 Benchmarks: In-house teams better received?

24 Comparisons: In-house teams better received?

25 Open Questions : The key to actionable insight Closed questions show you were the fires are, open questions tell you what to do to put them out High analysis effort, but greater return in terms of insight Use sparingly to avoid fatigue, need thoughtful response Should be worded to prompt actionable responses

26 Open Questions : Why are you dissatisfied? The fan is working but I have been told not to have my window open when it is in use which is not what I expected. The communication process between HA and the tenant could do with some improving, I had to do majority of the work myself. Because it was terrible. I think that the property does not follow the landlord regulations, the whole property is not to a liveable standard, I have to do the majority of the work myself, all in all it has cost me 6k which I did not have. Just not pleased with the bath panel.

27 Open Questions : What one thing would you like us to change? Listen more when reporting repairs as the repair man was told it was my water but it was my heating. Actually tell you that they have booked someone to come out not just expect you to be in. Communicate. Give a choice on appointment times/days. Better communication for when appointments are booked as to who and when they are coming to do what repairs if more than one job is booked. Do the repairs within 1 month not wait 3 and still not done. Give approx. hourly timescales of time engineers will arrive.

28 Sampling Sampling should also be led by your objectives Aim is achieve a good confidence interval for each population

29 Confidence Intervals +/-2% 84 to 88% 86%

30 Sampling Sampling should also be led by your objectives You don t need to ask everyone to get a robust answer Aim is achieve a good confidence interval for each population Need to think about; Frequency of Reporting How accurate does it need to be? Level of detail Areas and Contractors How many jobs are completed in total? Achievable?

31 Take Home Points Think about your objectives first Design your questions based on those objectives, taking into account what is important to your customers Think about objectives in sampling too but don t needlessly over sample Re-evaluate the impact your survey is having regularly, if it s not working change it

32 Any Questions?