Midland Heart Customer Satisfaction Measurement Programme

In 2024, M·E·L Research were appointed to deliver a major transactional research contract for Midland Heart, one of the largest social landlords in the West Midlands.

The Approach

For the next three years, we will be delivering up to 14 monthly transactional surveys, covering key areas of service delivery. We will capture customer feedback on key services such as routine repairs, gas servicing and the maintenance activities undertaken by communal services contractors. We also engage with Midland Heart customers when things don’t go as well and complaints are lodged formally.

Cumulatively, through weekly telephone interviewing we are delivering circa 1000 interviews per month. We use a telephone approach for gathering insight to ensure the research approach is inclusive for tenants and to ensure that representative data is collected in each reporting period.

Transitioning a suite of surveys of this magnitude has required:

• Deep immersion in Midland Heart’s service delivery models and identification of key stakeholders, including data users
• Implementation of complex sampling and contact protocols to avoid over contact of customers and survey fatigue
• Programming bespoke alerts per survey that notify service leads within Midland Heart of the sources of dissatisfaction.
• Innovation in our reporting toolkit.  We provide access to all survey results in real time via a bespoke online portal.  Meeting the expectations of the Midland Heart team has led to a significant upgrade of our online data visualisation offer, with these solutions now being rolled out across our wider customer base.