Customer satisfaction scores have topped 86% for the first time in nearly two years as we continue our journey to becoming a world class organisation.
The latest scores from our quarterly STAR satisfaction survey have shown that average overall satisfaction has risen for the third time in a row to 86.3%, the highest it has been since March 2016 and above our taget for the year of 86%. It comes as customer satisfaction with rent as value for money, satisfaction that we listen and act on customers’ views and satisfaction that Merlin treats customers’ fairly all reached their highest ever levels.
After reaching an all-time high in September, customer satisfaction with the service they receive when they call our main phone number has risen again. And satisfaction with the quality of the cleaning of communal areas in flats and independent living schemes has also risen to a record high.
Research and Development Manager Mike Lewis said: “Over the past year staff from across the business have been making a real effort to improve the service we offer to customers and it’s great to see this reflected in these latest satisfaction results. Using the feedback we’ve received from customers who have filled in the survey in the past, we’ve been able to identify areas where we could do better and make improvements to those services.
“But while these are really strong results, we know we can do even better. We’re striving to provide customers with a world class service and we believe that our proposed partnership with Bromford will help us to do this, by increasing the number of staff working in our communities and the number of new affordable homes we build each year.”
Our STAR satisfaction survey is sent out every three months to a random selection of customers. Over the past year more than 800 people have responded to the survey.