TSM analysis: Customer satisfaction
By analysing customers’ responses to the TSM surveys, and the comments they made, we’ve identified differences in the levels of satisfaction based on their age, ethnicity, the type of home in which they live -and where they live. This is helping us to focus our efforts to improve customer satisfaction.
Customer satisfaction by age
Customers aged 55 and older responding to the survey are generally more satisfied with us than people of working age. Working-age customers said financial concerns and complaints were key drivers of dissatisfaction.
Customers aged 75 and over 64%
Customers aged 65-74 65%
Customers aged 55-64 57%
Customers aged 45-54 51%
Customers aged 35-44 50%
Customers aged 25-34 52%
Customers aged 18-24 71%
Customer satisfaction by ethnicity
Ethnicity is not a major factor affecting customer satisfaction, according to respondents. However, black and mixed-race customers said they were slightly less satisfied than other ethnic groups.
We’ve looked carefully at the data and have found this difference is due largely to the type of home a customer lives in, and where they live, than ethnicity itself.
There is lower satisfaction for customers living in London and in flats, than those living outside London and in houses. We have a higher proportion of customers from an ethnically diverse background in London.
Asian or Asian British 57%
Black, Black British, Caribbean or African 55%
Mixed or multiple ethnic group 42%
Other ethnic group 64%
White 57%
Customer satisfaction by the type of home
Customers living in houses and bungalows, who responded to the survey, were generally more satisfied than those living in flats. Those living in our medium- and high-rise buildings were the least satisfied, typically due to issues with lifts and service charges, and poor communication about repairs.
High-rise (9 storeys and above) 48%
Medium rise (4-8 storeys) 49%
Low-rise (1-3 storeys) 55%
Maisonette 50%
House 61%
Bungalow 81%
Customer satisfaction by region
Customers living outside of London were generally the most satisfied out of all respondents.
Only 48% of customers living in Inner London (eg Islington, Lambeth, Lewisham, Southwark) said they were satisfied, the result of delays in repairs and poor property maintenance, plus older kitchens and bathrooms.
Just over half (51%) of respondents living in outer London (eg Bexley, Brent, Croydon and Harrow) were satisfied. Dissatisfaction was due to long repair times and poor communication about repairs. However, some customers who’ve lived in their homes for many years said they’d seen repairs services improve recently.
We also found specific concerns in other areas, which we’ll work to improve:
- Chichester: Although satisfaction was generally high in Chichester, respondents raised concerns about damp and mould, and were unhappy about the repairs they had to pay through service charges.
- Lewisham: Customers in Lewisham said they were particularly concerned about complaints and antisocial behaviour.
- Greenwich: Customers living in Greenwich said they were concerned about mould, leaks and unresolved repairs in bathrooms. They also said they were dissatisfied with our communication about repairs.
East of England and East Midlands 64%
Inner London 48%
Outer London 51%
South east 63%