Customer satisfaction surveys provide one of the world’s leading techniques for measuring service performance, helping you gain insights into where to improve

STAR Customer Satisfaction Surveys [Applicable to the social housing sector]

Service Insights Ltd have provided STAR surveys to the social housing sector since 2016, and individually we have worked as practitioners delivering STAR surveys since 2006. We offer STAR surveys through our Market Research Society accredited telephone interviews, or postal or online surveys, or any combination as required. Through our Market Research Society accredited telephone surveys, our service recovery system enables landlords to respond quickly to service failures, helping minimise complaints and improve customer satisfaction. These surveys can be delivered on a quarterly, 6 monthly, annually or bi-annual basis.


“Importance / Performance Model” for Customer Satisfaction Surveys [Applicable to all sectors]

We also offer customer satisfaction surveys using the “Importance/ Performance” model, a methodology which can introduce additional insight. This can be applied in any sector, public, private or non-profit. This approach differs from other satisfaction surveys as customers are asked their perceptions about satisfaction and importance within the same survey. Using this method, gap analysis, impact scores and driver analysis can be undertaken to identify the top areas for service performance improvement in the eyes of the customer.

Service Insights Ltd can offer these through our Market Research Society accredited telephone interviews, or postal or online surveys, or indeed any combination as required. Surveys can be delivered on a quarterly, 6 monthly, annually or bi-annual basis.


Transactional Surveys [Applicable to all sectors]

When customers receive a service, it’s possible they may receive a survey from a company asking them about their experience. These are known as transactional surveys, tracking the quality of a service over time as the customers experiences the service. Due to the nature of transactional surveys, this enables service failures to be identified at the earliest opportunity, offering the organisation the ability to respond quickly, helping minimise complaints and improve customer satisfaction.

Service Insights Ltd has many years’ experience of delivery transactional surveys, and can cover a wide range of services from responsive repairs, planned maintenance, new build, anti-social behaviour, complaints, etc. Get in touch to see how we can help.