Customer satisfaction

At East Durham Homes, we regularly carry out customer satisfaction surveys to find out whether our customers are satisfied with the services we provide.

Our surveys use a one to ten rating system:

9 -10 Excellent
7 - 8 Good
5 - 6 Average
3 - 4 Poor
1 - 2 Very poor

This helps us to benchmark and to help customers in assessing the level of service they received.

Each survey is structured so that we can compare themes across different service areas to see what is going well and where we need to improve.

The survey allows us to:

Measure improvement over time
Identify trends within service units
Segment results to identify barriers to service and differing levels of satisfaction within the diverse community
Capture complaints and compliments
Allow us to measure and compare differences in service units for key service delivery against:
- access to service
- customer care
- quality of information
- speed of response
- service standards
- overall satisfaction