Customer satisfaction
Customer satisfaction /feedback/ consultation
Annual Satisfaction Calendar
Since 2010, an annual customer satisfaction calendar has been in
place to undertake more regular/consistent customer satisfaction
monitoring to determine satisfaction levels and improve services
accordingly. The calendar covers all areas across Landlord
Services from repairs to ant-social behaviour and uses a robust
programme of mechanisms to capture feedback from postal
questionnaires, telephone surveys to small focus groups
Status Survey Results
In addition to the customer satisfaction calendar, a postal
STATUS survey of general needs and sheltered tenants was also
carried out between February and April 2011. We are pleased
to report that overall satisfaction with Landlord Services for
general needs tenants has increased from 65% in 2008 to 74% this
year. Overall satisfaction for sheltered tenants is an
amazing 93%.
The principal objective of the Status Survey is to provide
robust data which accurately represents the views of local tenants
on their overall satisfaction with landlord services.
‘Getting to Know You’
Tamworth Borough Council routinely collects
comprehensive customer profile information. During 2010 our
customer profile form ‘Getting to Know You’ was revised to ensure
that in addition to capturing information in relation to the seven
equality strands we are also aware of our customers with additional
support needs, customers with specific access requirements and we
are aware of the ways in which are customers would prefer to be
contacted and for us to contact them. We are now using this
information to help adapt our services to meet the needs of
our customers.