Customer Satisfaction Surveys

Friendship Care and Housing carries out a customer satisfaction survey every two years.

The survey is currently carried out for us by a company called the Leadership Factor, which is an independent company that complete the survey over the telephone. Customers are selected randomly for the survey, but we apply certain criteria to ensure the sample is properly representative of the communities we serve.

The survey questions are closely modelled on a national standard used by most other councils and housing associations. This way we can compare our results with others.

The questions asked cover a wide range of areas including:-

•   Repairs and maintenance
•   Neighbourhood issues
•   How we respond to enquiries and complaints
•   How we inform, consult and involve our customers in what we do.

The results of this survey are important to us. They are a useful way for us to see what our customers think we do well in and where we need to focus our efforts to improve. The results of the 2007 survey are available here.

Our most recent survey was carried out between September and October 2009.  A summary of the results of thios survey will be available soon and will feature in our Streets Ahead, our customer newsletter.

Thank you to all those that took part in this year's main survey.