We are always interested in receiving views and suggestions on how we perform our duties and on the products services we offer. To help us do this in a structured way we undertake both Resident and Customer Satisfaction Surveys on every project we undertake. The surveys allow us to effectively measure and monitor our performance against a number of key areas and in turn help to improve the services we offer.
Resident Satisfaction Survey
Resident Satisfaction Surveys are undertaken for every individual property and we utilise a range of methods to collect this data. Typically our satisfaction scores are in excess of 95% and we set ourselves minimum target levels for response rates.
Customer Satisfaction Survey
Customers are contacted by our Norwich based Customer Services department and eighteen service orientated questions are asked.
- Each question gives the customer the option to rate the service, which is converted into points.
- The customer is invited to feedback any other issues for our consideration.
- An average of the eighteen ratings is calculated for the site with any individual or average rating of good or below being highlighted for investigation and improvement.
- The result of all Satisfaction Surveys are collated and output by region and customer.
- All data /scores are forwarded to the Regional Operations Directors together with the individual surveys any additional customer comments.
- The Regional Operations Director will review data with the Project Delivery teams and the customer to identify and implement actions for improvement.
- Continuous improvement actions undertaken are fed back to the Customer Services Director for verification and dissemination of best practice.
- The data is included within the ABP board pack and reviewed at the monthly board meeting with the Chief Executive.