Customer satisfaction is very important to us and hearing your opinions helps us to measure satisfaction and improve our services. One of the ways we do this is through a Survey of Tenants and Residents (STAR) which takes place over the phone.
STAR is carried out by an independent research organisation, The Leadership Factor, on behalf of Together Housing every six months. They telephone 1,500 randomly selected customers who are asked for their views on our services, their home and our communications.
The next STAR starts in July. The interviews are optional and take around 5-10 minutes to complete.
We use the results to understand customers’ needs so we can develop our services. We also compare our performance with other housing providers.
In the last STAR, which we ran in January and February 2021, the Customer Satisfaction Index was 79.5%. This was a very slight improvement from last time. We’re pleased with this result, given all the difficulties caused by the pandemic. Now life is beginning to get back to normal, we want to do even better.
That’s why we want to hear from our customers about the way we run our services. If we’re getting something wrong, we need to know how we can improve. We listen to our customers and use feedback to provide consistently good services.