Having committed to achieving 90 per cent customer satisfaction by 2014, LHA-ASRA is using QuestBack’s feedback tool to monitor and analyse tenants’ needs through a number of tenant surveys on its services, such as each time a repair is completed.
Paul Trainor, group head of performance management, LHA-ASRA, said, “We operate in over 70 UK local authorities, so it was crucial that we can quickly and easily analyse the feedback to our surveys. The analysis is an important part of our ‘local delivery’ service model and without it, we would have the almost-impossible task of manually processing every survey response.”
LHA-ASRA has reported an estimated annual saving of around £25,000 for the tenant surveys on its repairs service alone, based on in-house analysis of the data using QuestBack instead of using an external agency.
