Average score from tenant satisfaction surveys (out of 10)
This indicator measures the average satisfaction of our customers with all of our services. Each service is surveyed individually, with service users asked to answer 10 questions relating to their experience of using that service. Each question uses a 10 point scale with 1 being very unsatisfied and 10 being very satisfied. We use this measure to track how individual services are doing in comparison to the others and to identify areas for improvement.
Figures from November 2018.
Performance was slightly below target for this period. The year to date performance was also slightly behind target primarily as a result of low scores for Factoring. This service is currently being reviewed with a view to improving customer service.