Satisfaction survey management overview
Tenant satisfaction scores are still viewed as the most reliable and robust measure of service quality within the social housing sector. Housing organisations are obliged to measure and report on tenant satisfaction as a benchmark of the service they provide, and as a comparison to other organisations in the same socio-economic region and the national average. In the social housing sector, where tenants can feel that they have very little choice or influence over the service they receive, benchmarking the housing organisation's performance through the measurement of resident satisfaction is regarded as critically important. All types of surveys and question set formats can be catered for within Civica Cx Housing, both housing organisation specific and nationally recognised models e.g. STATUS. A common outcome of survey results is to determine a housing organisation's Net Promoter Score (NPS), a metric derived from survey responses to elicit how likely the tenant is to recommend them to others. Respondents scoring their current service provider at least 9 on a 10-point scale are labelled 'promoters'; those giving ratings of 6 or lower are labelled 'detractors'. The NPS is determined by subtracting the proportion of 'detractors' from the proportion of 'promoters'.
Individual surveys can be assigned to different stages of the repair fulfilment process for both inspections and work orders e.g. Works in progress, Works completed, etc. although only one survey can be issued for each combination. Once created, surveys can either be printed and posted to tenants or e-mailed via a distribution list, individually or as a batch process.
The question set response types available are summarised in the table below.
Data Type |
Comments |
Date Only |
Accepts a single date value in the format DD/MM/YY or DD/MM/YYYY. |
Date & Time |
Accepts a single date and time value in the format DD/MM/YY (DD/MM/YYYY) HH:MM. |
Decimal |
Accepts a single decimal value entry, within maximum and minimum range thresholds specified at the point of initial set-up. |
Integer |
Accepts a single integer value entry, within maximum and minimum range thresholds specified at the point of initial set-up. |
Lookup |
Accepts one of a range of user-defined parameter values, displayed in a lookup list. |
Text |
Accepts free text entry up to a maximum number of characters specified at the point of initial set-up. |
Time Only |
Accepts a single time value in the format HH:MM. |
True or False |
Accepts a Boolean response. |
Individual questions can be grouped together into logical sub-sections and linked to a 'Parent' (section heading) question.
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