‘Every View Matters’ Customer Survey Programme for Paragon Community Housing Group


Background

With the public agenda currently being very much around making efficiencies and reducing unnecessary spend, many organisations are looking to reduce their spend on surveys such as customer satisfaction programmes; however in the meantime, increasing customer satisfaction remains to be a central focus of their corporate plans. Paragon CHG needed a reliable research organisation that can provide value for money service to help them identify and monitor all of the factors that influence the performance of various service areas across the business, so that they can deploy resources where they are most needed.

Methodology

Since January 2013, M·E·L Research has been working with Paragon CHG, not simply as a contractor, but as their extended business arm, to provide timely support and useful advice in terms of how the survey programme can be further improved. M·E·L Research tailors its service to suit Paragon’s business needs, from planning the interviewing schedule, reporting cycle to being very flexible in terms of tweaking questionnaires and providing ad hoc support to other research requests that are not part of the survey programme.

Instead of religiously applying tried and tested research and reporting approaches to Paragon CHG’s survey programme, M·E·L Research is constantly looking for ways of upgrading its service offering and providing outputs that can really help Paragon CHG improve their customer satisfaction. For example: M·E·L Research helped introduce dashboard reports to a few key service areas, such as responsive repairs, which allow Paragon’s senior managers to quickly identify and monitor all of the factors that influence the performance of the service area.

Outcomes

The results of the survey programme are fed back to senior managers on a monthly basis. The fast turnaround of feedback enables managers and staff to react quickly to any areas of concern, and also provides staff with a rolling picture of customer satisfaction across all services. Service teams follow up on dissatisfied responses with customers contacted to find out more about the source of their dissatisfaction. Customer satisfaction data supplied by M·E·L Research is a key component of Paragon’s Key Performance Indicators in quarterly performance and board reporting. The data is also used to measure contractor performance on the responsive repairs and gas contracts.

MRS Evidence Matters