Customer Satisfaction
Service Area | Reporting Period | Measure-ment Period | |||||||||
Interim 1 | Interim 2 | Interim 3 | Interim 4 | ||||||||
Customer Satisfaction | 27 | Provide an overall housing and estate management service that delivers high levels of customer satisfaction | Percentage of customers (based upon a minimum response level of 25%) indicating that they are satisfied with the overall services provided in response to an annual customer satisfaction survey | 57% | 62.60% | 68.20% | 73.80% | 79.40% | 85% | Annually | Annually |
28 |
| Percentage of customers indicating that they are satisfied with the repairs service in response to post-completion customer satisfaction surveys 96 | 80% | 82.40% | 84.80% | 87.20% | 89.60% | 92% | Monthly | Monthly | |
29 | Provide a regular newsletter to residents which, as a minimum, contains performance data collected from satisfaction surveys undertaken in the immediately preceding period. | Numerator: Number of newsletters prepared, published and delivered to every address in the PFI area. Denominator: Number of newsletters due for publication in the period [in accordance with the Contractors Method Statement]. | 90% | 91.80% | 93.60% | 95.40% | 97.20% | 99% | Quarterly | Annually | |
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96 It is expected that the Contractor will be responsible for the design of these surveys. Through the procurement process, the Authority should ensure that this evolves to cover the full repairs experience from the point of making the initial call to the helpdesk through to the completion of the repair. This covers repairs carried out under Annex II and Annex III. The Authority should stipulate whether Contractors are required to leave survey forms after the job has been finished rather than completed whilst workman in attendance to avoid undue influence.