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How we measure customer satisfaction

The methodology

Hyde collects its satisfaction data using independent market research companies that follow the strict Market Research Society (MRS) Code of Conduct.

There are two companies that carry out this work on our behalf: ORS, for our telephone survey research in areas such as Property Services, ASB, Lettings, Complaints and our annual satisfaction survey and Service Tick, who conduct the automated surveys for our customer services centres. The surveying they carry out is anonymous and as per the MRS Code of Conduct adhere strictly to their obligations under the Data Protection Act (DPA) and Telephone Preference Service (TPS).

Residents can opt-out of surveying at anytime by selecting the opt out option during their inbound call or by contacting Hyde through our website.  Residents will be selected at random to receive an automated survey call following a telephone enquiry into our Helpline.  Residents will hear an automated female voice asking them to rank their opinions from 1 to 5.  There will be an opportunity for residents to leave a comment if they wish to do so.

Why do we do this?

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

We use independent companies as we feel that if the customer can provide their feedback anonymously and 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.