At M·E·L Research, we carry out customer satisfaction surveys every week. We compare results for individual housing associations and councils against national benchmark data from HouseMark. Below we show the trends in national data for tenants from 2014 to 2018, as well as key findings from research for individual landlords.
There are seven core STAR questions. We see ups and downs in the data over the four-year period. Our Research Director, Adam Knight-Markiegi, has outlined the paths of these core questions in a blog post. This includes the two key aspects that drive overall satisfaction.