Repairs satisfaction survey management overview

The creation and distribution of customer satisfaction surveys is an integral part of the repairs inspection and order fulfilment process.The Civica Cx Housing approach to survey construction is very straightforward, catering for every conceivable question and response type. Question sets can be developed over time and despatched to a distribution group when ready, either electronically or in hard copy format. Once despatched the status of the survey automatically changes from 'Created' to 'Issued', ready for the recording of tenant responses. There is no limit to the number of surveys that can be created, each valid for a time period set by the end user. Surveys are specific to an inspection or repair order, and can be triggered at each progression stage: Works in progress, Works completed, etc. A standardised approach to survey management ensures that tenant feedback can be analysed holistically and used for effective service benchmarking.

Separate help articles have been created for each key aspect of repairs satisfaction survey management, including:

• To link a satisfaction survey to a repair
• To record responses to a repair satisfaction survey

In addition, separate help articles focus on the set-up, configuration and maintenance of satisfaction surveys, specifically:

• To create a new satisfaction survey
• To add question sets to a satisfaction survey