Customer Survey Results
April 2011 - March 2012
These results are from the 2011 /
2012 survey.
300 customers took part in the telephone
survey - 100 from the East Midlands, 100 from the West
Midlands and 100 from Beechdale.
Overall satisfaction with Friendship's service
Using Period 1 as a
benchmark, satisfaction scores were higher across all other
periods. The highest satisfaction score was achieved in
Period 2 (86.3%)
A target of 85% is recommended
for 2012/13.
How satisfied you were with your views being taken into account by
Friendship
Period 2 achieved the
highest satisfaction score (83%). None of the periods achieved a
satisfaction score which met or exceeded the target score of 84%
set.
As a result, efforts need to be
focused on increasing awareness and opportunities for tenants to
express their views to Friendship.
A target of 84% is recommended for
2012/13.
How satisfied you were with the opportunities for participation in
management decision making
The results vary with the
highest score in Period 2 (83.8%) which meets the target set
2011/12 (84%). All other periods fail to meet this target score
with the lowest scores obtained in Periods 3 and 6 (both
55%).
This highlights the need for
Friendship to increase opportunities for tenants to take part in
management decision making.
A realistic target score for 2012/13
would be 70%.