Customer satisfaction up | News

Each year we survey customers to measure how you feel about our services and use your guidance to improve what we offer you.

We get the information by a mixture of face-to-face and telephone surveys and the sample size needs to be big and diverse enough to accurately represent customers from all of our households.

Thanks to everyone who took part this year. You completed 1,012 surveys, which gave us a solid base from which we can report our results to you for 2014.

And we’re delighted with the results. We’re not getting carried away, nor complacent. Nevertheless, they reveal that customer satisfaction has risen across the board from 2013.

Here’s the breakdown of our top-level performance:

• 84% overall satisfaction with our services.
• 92.5% satisfaction with your quality of home.
• 90.5% satisfaction with living in your neighbourhood.
• 84.7% satisfaction with rent as being value for money.
• 73.7% satisfaction with service charges as being value for money.
• 85% satisfaction with repairs and maintenance.
• 79.1% satisfaction with us listening and acting on your views.

We received similarly positive feedback on your satisfaction with specific services:

• 79.1% satisfaction with our antisocial behaviour service.
• 75.9% satisfaction with how we handle complaints.
• 86.7% satisfaction with general enquiries.
• 66.1% satisfaction with transfers and exchanges.
• 81% satisfaction with maintaining open spaces around your home.

Repairs:

• 89.3% satisfaction with being informed when workers would attend.
• 89.5% satisfaction with making an appointment.
• 87.2% satisfaction with time taken before we started work.
• 91% satisfaction with time taken to complete the work.
• 94.6% satisfaction with our workers’ attitudes.
• 88% satisfaction with our overall quality of work.
• 90.7% satisfaction with us minimising mess.
• 84.2% satisfaction with us doing the repair ‘right first time’.
• 87.6% satisfaction with how we dealt with most recently completed repair.

Keeping you informed:

It also encourages us that more of you say we’re good at keeping you informed of things that affect you. Satisfaction has risen to 81.4%.

Contacting us:

Those who’d contacted us with a query were more satisfied this year compared to last. More people felt that their query had been answered within a reasonable time (79.3% compared to 73%) and that it was easy to get hold of the right person (72.1% compared to 61.3%), and they were more satisfied with our ability to deal with their query quickly and efficiently (80.3% compared to 75%).

Reporting repairs through our Contact Centre:

This year, around 9 out of 10 said they were satisfied with using our Contact Centre to report their repairs:

• 90% satisfaction with length of time waiting for call to be answered.
• 94.3% satisfaction with our manner of answering calls.
• 88.6% satisfaction with response quality when call answered.
• 86.5% satisfaction with the speed we dealt with queries.
• 90.2% overall satisfaction with how we handled calls.

Listening to you and acting on it:

At the end of our survey we asked what you thought of us listening to your views and how good we were at acting upon them.

In previous years, satisfaction has been low (55.5% in 2013). However, this is another of this year’s most improved areas this year with a satisfaction rate of 79.1%.

Again, thanks to everyone who completed a survey.

If you’d like more information on this year’s customer satisfaction survey or the results, phone Sam Keers, our Knowledge and Information Officer, on 01204 328096 or email samantha.keers@boltonathome.org.uk