spbm conference 2019 denise raine · wanted to report the repair quickly 6 appointments need to be...
TRANSCRIPT
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WELCOME
Making satisfaction fit for the future
Denise Raine, Director, Acuity
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PRESENTATION BY
Denise Raine
Director, Acuity
Responsible for Customer research at Acuity, worked with
over 200 housing social housing providers and over seen
2,000 customer satisfaction surveys since 1991.
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ils 20 years in
2 mins
How did we get
here?
20 years in
2 mins
How did we get
here?
1
Latest
developments
What’s new? Any
problems?
Good Practice
tips?
Latest
developments
What’s new? Any
problems?
Good Practice
tips?
2
HouseMark
Review
Where are we
heading?
HouseMark
Review
Where are we
heading?
3
Q&A
What is right for
my organisation?
Practical tips?
Q&A
What is right for
my organisation?
Practical tips?
4
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Pre 1999
Landlords
carry out
own
surveys
no
comparison
data
1999
NHF
launches
STATUS
2002
Carrying
out STATUS
survey
required by
Housing
Corporation
and DCLG
Benchmarking
results
2010
Councils
and
ALMOs
no longer
required
to carry out
a STATUS
Survey, TSA
requirement
ended 2011
2011
HouseMark
launches
STAR
2014
HouseMark
reviews
STAR
and
launches
StarT,
2018
HACT review
2019
HouseMark
review
78% 78%76% 76% 76% 76%
78% 78%80% 80%
83%84% 85%
87% 88% 87% 87% 87%
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
NHF/HouseMark averages (overall services)
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Different
approaches
Latest
Questions
Digital
challenges
Does size
matter?
Actionable
insight
• Perception and transactional surveys
• Postal, telephone, online, face-to-face, SMS text,
PDA, drop cards, combination
• Perception = Monthly, Quarterly, Every four months,
Six-monthly, Annual, Every two years, Every three
years, Every five years
• Transactional surveys = within a week to a month
• 8 questions – 53 questions
• Census / Sample
• In-house / External
• Anonymous / Confidential / GDPR
• Don’t survey!
Optimum
approach
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Different
approaches
Latest
Questions
Actionable
insight
Optimum
approach
Lifestyle questions
Q. How often do you see your family?
Q. How often do you see your friends?
Q. How far would you agree that…?
• Keeping in touch with old friends is important
• Being able to make new friends is important
Q. Do you feel younger or older than you were?
Q. Would you say you spend more time exercising now than you did when
you retired (or 10 years ago if not retired)?
Q. Do you use any of the following technology?
Q. Do you have any ambitions in life?
54% 54%
23%8%
7%
17%
9%8%
7% 13%
Family Friends
Never
Less frequently than once a month
Once a month
Once a week
More than once a week
Digital
challenges
Does size
matter?
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Different
approaches
Latest
Questions
Actionable
insight
Optimum
approach
Internet access and use
Q. How often do you use the internet and online services (such as amazon or
social media - Facebook, twitter or Instagram)?
• Daily or almost every day
• Weekly
• Less than once a week
• Used over three months ago
• Never use
Q. Which of these do you use the internet for? (Select all that apply)
• Sending or receiving emails
• Social media (Facebook, Twitter, What’s App etc.)
• Watching TV, films and YouTube
• News and information
• Online shopping
• Online banking
• Booking holidays or travel
• Sports or leisure information
• Other
Digital
challenges
Does size
matter?
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Different
approaches
Latest
Questions
Actionable
insight
Optimum
approach
Customer effort
Q. On a scale of 1 to 10, where 1 is not at all easy and 10 is
very easy how easy was it for you to get your most recent
repair resolved?
Q. How easy or difficult was it for you to get your last
enquiry resolved? (Very easy to Very difficult)
Q. Any why was that?
Last Repair
Being told when workers would call
Being able to make an appointment
Time taken before work started
The speed of completion of the work
The attitude of workers
The overall quality of work
Keeping dirt and mess to minimum
The repair being done ‘right first time’
The contractors doing the job you expected
The repairs service you received on this occasion
Digital
challenges
Does size
matter?
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Different
approaches
Latest
Questions
Actionable
insight
Optimum
approach
Q. Do you feel safe and secure in…?
• Your home
• Your scheme
• Your community / neighbourhood / estate
(Very safe, quite safe, not very safe, not safe at all)
Q. Why don’t you feel safe?
53%
45%40%
44%
6% 8%1% 2%
Home Neighbourhood
Very safe Quite safe Not very safe Not safe at all
Digital
challenges
Does size
matter?
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Different
approaches
Latest
Questions
Actionable
insight
Optimum
approach
Perception / Trust / Reputation
Q. To what extent do you agree or disagree with the following?
• Provides an effective and efficient service
• Providing the service expected
• Treats residents fairly
• Trust
• Good reputation
• Friendly and approachable staff
• Can rely on staff to do what they say they will
98%
96%
94%
92%
92%
89%
88%
Friendly and approachable staff
Provides an effective and efficient service
Providing service expected
Treats its residents fairly
Trust
Can rely on statff to do what they say they will do
Good reputation
Digital
challenges
Does size
matter?
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Different
approaches
Latest
Questions
Actionable
insight
Optimum
approach
Accountability, Empowerment & Involvement
Current questions:
• Kept informed
• Listens to your views and acts upon them
• Opportunity to make your views known
New questions & emerging themes:
• Ensuring residents who want to get involved have the opportunity
• Check residents feel landlord provides adequate opportunities to get involved
• Ensuring the opportunities are the right ones
• Asking ALL residents what information / metrics they would like to see if they wanted
to measure / evaluate the performance of their landlord (and that any feedback is
acted on)
• How residents want to access this information
• Do they or will they feel more empowered and that they can hold their landlord to
account with opportunities / measures available
• And if residents wanted to challenge the information, are there the right feedback
channels and action taken
Digital
challenges
Does size
matter?
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Different
approaches
Latest
Questions
Actionable
insight
Optimum
approach
Net Promoter ScoreHow likely would you be to recommend your
landlord to family or friends on a scale of 0
to 10, where 0 is not at all and 10 is
extremely likely?
34%
23%
31%
45%
39%
37%
48%
53%
57%
58%
96%
78%
84%
95%
87%
82%
93%
95%
94%
91%
Service I expect from my
landlord
Listens to views and acts on
them
Value for money of service
charge
Effective and efficient
service
Repairs & maintenance
service
Final outcome
Kept informed
Services provided by
landlord
Value for money of rent
Quality of home
Detractors (0 to 6) Promoters (9 & 10)
-38
-24
-19
-16
-10
-6
-6
-5
-3
3
8
10
12
13
15
15
15
16
17
23
25
26
26
26
28
29
30
30
30
30
32
33
33
33
34
35
35
39
40
40
43
46
47
48
49
52
56
60
65
65
73
75
76
78
London Borough
Council
Small HA (London)
Small HA
Welsh LSVT
LSVT
Welsh Council
ALMO
LSVT
LSVT
District Council
District Council
Welsh LSVT
LSVT
HA
LSVT
Small HA (London)
AVERAGE
Small HA
Small HA
Small HA
Small HA
LSVT
LSVT
LSVT
LSVT
Small HA
Non social landlord
Small HA
Small HA
Welsh HA
Small HA
Small HA
Almshouses
Small HA
LSVT
Small HA
LSVT
Small HA
Small HA
Small HA
Small HA
Small HA
Small HA
Small HA
HA (London)
Small HA (London)
London Borough
London Borough
Small HA (London)
Anon HA (London)
HA (London)
ALMO (London)
Small HA (London)
Digital
challenges
Does size
matter?
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Actionable
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Optimum
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Digital
challenges
Does size
matter?
SMS Text survey - responsive repairs
Completed
repairs
Surveyed
recently
No mobile
numbers/
invalid
numbers
Sent (valid
sample)Completed
Valid
Response
rate (%)
Apr-18 1008 77 270 661 100 15%
May-18 536 31 138 367 54 15%
Jun-18 849 64 216 569 80 14%
Jul-18 556 29 163 364 57 16%
Aug-18 790 40 229 521 67 13%
Sep-18 828 48 237 543 79 15%
Oct-18 1116 27 403 686 81 12%
Nov-18 965 63 268 634 85 13%
Dec-18 741 47 200 494 59 12%
Jan-19 691 31 192 468 49 10%
Feb-19 799 37 212 550 68 12%
Mar-19 964 51 198 715 94 13%
Total 9843 545 2726 6572 873 13%
12%
15%
14%
4%
11%
4%
9%
13%
11%
Overall services
Overall quality of home
Rent (VFM)
Service charge (VFM)
Neighbourhood as a place to
live
Ease of resolving enquiry
Overall customer service
experience
Repairs and maintenance
service
Listens to views and acts
Difference in survey method
(telephone - online)
• Based on 134 online surveys and
100 telephone interviews
• 63% of respondents from
telephone survey aged 60 or
over, compared with just 33%
online
• Online older respondents also
awarded lower scores
• Combined online and telephone
response age profile close to
total population
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Optimum
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Digital
challenges
Does size
matter?
% of
survey
80% to
95%
5% to
20%
• Satisfaction scores – health check, KPIs, trends &
benchmarking
• Key driver analysis / Regression
Actionable insight / Service improvements
• What matters
• Open ended questions = Tenants voice
• What residents want
• Younger residents (expectations)
• Customer recovery
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Actionable
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Optimum
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Digital
challenges
Does size
matter?
What Mattered most when you contacted your landlord?
Repairs
39%
Customer
care (staff)
25%
Resolving
issues
19%
ASB
complaints
/
Complaints
7%
Call
handing
6%
Moving
home
2%
Information
2%
Other
0%
Repairs (39%)
Repair to be fixed quickly 52
Wanted to report the repair quickly 6
Appointments need to be kept, at convenient
times and not cancelled 5
Sort out outstanding / ongoing repairs 5
To fix repair without having to chase 2
Carrying out a professional repair, high quality 1
Do repair right first time 1
Everything to go smoothly (repairs) 1
Customer care (staff) (25%)
Speak to someone polite, helpful and
professional18
Speak to someone who would listen to
concerns, be understanding and take them
seriously
17
Good customer service 10
Keep promises - do what you say you will do 2
Resolving issues (19%)
Resolving query quickly 23
Deal with my issue and keep me informed 10
Get a positive result 1
Speak to the right person 1
To resolve two year issue 1
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Actionable
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Optimum
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Digital
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Does size
matter?
Younger residents
87%79%
84%78%
88% 92% 89%77% 74%
87%
71%
92%85%87% 83%
88%
72%
92% 92% 89%
76% 78%87%
68%
85% 90%95% 99%
92%81%
98% 99% 97%85%
91% 96%85% 86%
92%
Services provided
by landlord
Quality of home Neighbourhood as
a place to live
Value for money
of rent
Ease of contact Helpfulness of
staff
Deal with query
quickly and
efficiently
Final outcome of
enquiry
Repairs &
maintenance
service
Keeping tenants
informed
Listens to views
and acts on them
Grounds
maintenance
Appearance of
neighbourhood
34yrs and under 35-59yrs 60+yrs
8%
14%12% 11% 11%
5% 5%
8%11%
8% 9%
Services provided
by landlord
Quality of home Neighbourhood
as a place to live
Value for money
of rent
Ease of contact Helpfulness of
staff
Deal with query
quickly and
efficiently
Final outcome of
enquiry
Repairs &
maintenance
service
Keeping tenants
informed
Listens to views
and acts on them
Increase in satisfaction in the last two years
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Latest
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Actionable
insight
Optimum
approach
Digital
challenges
Does size
matter?
Customer recovery
Example 1 - Small landlord, 90 responses
• 75% happy for landlord to see their comments and 73% of those can be re-contacted
• 11 residents not satisfied with their home
• 6 residents do not feel safe in their home and 5 in their neighbourhood
• 7 residents not satisfied with customer experience last time they made contact
• 8 residents not satisfied with repairs service
• 10 residents don’t think landlord listens to them
• Are they all the same people?
Example 2 – 140 survey responses
• What services could be improved?
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Latest
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Actionable
insight
Optimum
approach
Digital
challenges
Does size
matter?
Optimum approach
• Careful consideration regarding frequency of main perception survey
• Quality and consistent approach to other surveys (transactional)
• Value for money
• Methodology – best response from residents
• Survey questions – what you, your staff and residents want to know,
understand and consult on
• Actionable insight and ensure resources are available after survey
• Ideally consistent approach over time to allow trend analysis and
benchmarking (if important)
• Ensure meet any sector / regulatory requirements
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Project group
Consultation stage
• Sector influencers
• Outer Sector
• UK Market research & agencies
• Academic review
• Sector innovators
• Technological advances
• All levels – Board, Senior Management,
Operational, front-line staff
• Practitioners – Researchers & Customer
Experience Teams
• Residents
Timetable
Getting involved / keeping up to date
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Any Questions?
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Denise Raine
01865 594330/07712 891656