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How we measure customer satisfaction

The methodology

Hyde collects its satisfaction data using two independent market research companies that follow the strict Market Research Society (MRS) Code of Conduct. They are Watermelon Research and RONIN International.

Hyde uses Watermelon’s SMS service to capture feedback from residents within hours of a repair being completed. After a repair has been marked as complete, residents are sent a text message asking for their feedback. If a resident is unhappy with how the repair has been left, they are invited to request a call back from their contractor to discuss the repair. Once this has been dealt with, the resident is then invited to take part in a telephone satisfaction survey in the following week.

Residents can opt out of surveying at any time by selecting the opt out option during their SMS conversation, or by contacting us

Why do we do this?

It is important for Hyde to understand how our customers feel about our services so that we can identify our strengths and weaknesses and put in place actions to address them.

We use an independent company as we feel that if the customer can provide their feedback through a neutral outlet, they will feel more comfortable providing accurate feedback about our service.

The information from the surveys helps us to set our priorities and projects for the year and also our operational Key Performance Indicators to help improve our service to the customer; eg if the surveys are showing low satisfaction scores for repairs due to poor appointment keeping, we will put in place actions, projects and metrics to improve and monitor the appointments process. With the correct measures put into place we should see an improvement in the level of satisfaction with customers in this area.