In 2023 we carried out a client satisfaction survey working with TLF Research
In 2022, we evaluated how we gather client satisfaction information as we wanted to better understand clients' needs. We then launched a more comprehensive survey collaborating with leading organisation The Leadership Factor Research (TLF). TLF Research are experts in customer experience research, particularly within the housing sector.
In 2023, TLF ran the expanded survey again. Our response rate increased – with 420 clients completing it – and we have now been able to look at our feedback to see where satisfaction has risen and what we can make further improvements on.
Please see our results below. We will be working on the key areas clients said we could improve on and will be reporting back on this.
How the survey was carried out
Phase 1: Qualitative – explore and understand
In 2022 this phase was carried out to understand what was important to clients and then to use this information to develop the main survey design. This phase was completed by carrying out a number of telephone interviews with a range of clients to seek their views on what was important to them.
Phase 2: Quantitative – measure and track
The objective of this phase was to ask clients about those topics identified in the first phase and their experiences of Transform to help determine future priorities.
In 2023, this phase was again completed through a web-based survey which was distributed by email and texts to all clients. 420 clients responded to the 2023 survey out of 1,052. This is a 40% response rate which is very high compared to other organisations surveyed by TLF.
Topics
The survey covered the top 10 aspects of Transform support which clients said were important to them:
- the safety and security of their home
- how helpful Transform staff are
- that Transform staff treat them as individuals
- that Transform staff understand their needs
- that Transform handles any issues they have effectively
- that staff are easy to contact
- that repairs to their home are completed to a good standard
- that Transform are responsive to their needs
- that Transform handle any issues they have quickly
- that any repairs to their home are completed quickly.
85.4%
Client satisfaction index
76.9%
Trusting Transform
78%
Ease of dealing with Transform
Summary of results
Client Satisfaction Index: We are in the top quartile when benchmarked against all organisations rated by TLF and also in the top quartile when benchmarked with other housing associations whose average score was 69%.
Ease of dealing with Transform: This is an average score of 8.5 out of 10 for how easy we are to deal with.
Trust: This is an average score of 8.3 out of 10 when clients were asked if they trusted Transform.
Areas for Transform to improve upon
The survey identified three priority areas for improvement:
- our approach to complaints handling
- how we handle antisocial behaviour
- the time we take to complete repairs.
Transform has developed an action plan and is working on these priority areas for improvement.
