Customer Satisfaction Surveys

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

The survey is currently carried out for us by an independent company called Creative Juices. Their specially trained staff carries out the surveys 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 modeled 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 2009 survey are available here.

We also carry out telephone and postal surveys throughout the year on different topics to help us identify where we need to put the most efforts into improve, but also knowing when our customers are happy helps keep us on the right track!

Thank you to everyone that takes the time to take part in our surveys. For information on other opportunities to help influence and shape our services click here for our Customer Involvement booklet.