In 2022 Transform carried out a new client satisfaction survey working with TLF Research
TLF Research are experts in customer experience research and measurement, particularly within the housing sector.
The aim was to produce a survey that identified the issues that actually mattered to the people supported by the organisation rather than one based on what Transform felt clients would want to convey. A two-phased approach was taken, as detailed below.
Phase 1: Qualitative – explore and understand
The overall objective of this phase was 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.
This phase was completed through a web-based survey which was distributed by email and texts to all clients. 134 responses were received (this was a 12% response rate which is in line with market average).
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.
The results of the survey have been produced to share with clients, colleagues and partners in a 10-minute video.
83.7%
Client satisfaction index
87%
Trusting Transform
88%
Ease of dealing with Transform
Summary of results
Client Satisfaction Index: We are in the top quartile when benchmarked against other housing associations.
Ease of dealing with Transform: We are in the top quartile when benchmarked against other housing associations.
Trust: Whilst this is not something that is benchmarked against other organisations, Trust, Ease and Satisfaction are directly linked.
Areas for Transform to improve upon
The survey identified three priority areas for improvement:
- Safety and security in clients’ homes
- Further improvement to effective handling of repairs and issues
- Increase the speed of repairs and issues’ resolutions.
Transform is developing an action plan to work on these priority areas for improvement and will be planning the next Client Satisfaction Survey in the new year.
