News - 10/02/2010
Make Your Opinion Count
River Clyde Homes has commissioned a customer satisfaction survey to find out what tenants and factored homeowners think of the services provided by the housing association.
A company called Research Resource has been appointed to carry out the face-to-face survey of 20% of tenants – that’s 1200 interviews and 200 homeowners.
The survey is the first since stock transfer in 2007 although a pre-transfer survey did take place. This latest will allow RCH to map changing trends in customer satisfaction and expectations over the last few years.
Customers have been chosen randomly for interview, which should take approximately half-an-hour, although an attempt has been made to ensure a representative cross-section according to age, house type and geographic location is achieved.
Lynne Carr, Chief Executive of River Clyde Homes, said: “Two years on, this seems the right time to find out what our customers think about the services we provide. It gives us an opportunity to find out what services they would like to receive in the future and what the main priorities are for tenants and owners.”
She added: “I hope that customers will take the time to participate in the survey as the results will help us to improve services and to prioritise them for the coming years.”
Research resource will have about 10 interviewers speaking to customers over a period of four weeks in areas across Inverclyde. Each will carry photographic identification as well as a letter of authority from River Clyde Homes.
Lynne Carr said: “We take issues around community safety very seriously and if any customer has any doubts about the authenticity of one of our interviewers, they can check their ID and call us to double check. The number is 0800 013 2196. Interviewers will be trying to contact customers throughout the day and into the evening. They will also be working at weekends but our telephone number is open at all times so residents will always be able to check the interviewer’s identity.”
The results of the survey are expected in late April.
