Periodic Customer Satisfaction Survey

ICH carried out it's fourth comprehensive Customer Satisfaction Survey in October 2008. EVERY one of our residents were invited to participate.

We constantly strive to improve our service. The survey results give us an indication of which areas need improvement. By measuring our Customer Satisfaction levels we can determine if we have been successful.

Overall Satisfaction with Service provided by ICH

“Overall Satisfaction” is the most important question on the survey and we are pleased that in 2008 the results were much improved. The bar graph shows the response to this question this year and the response from 2006.

What the Data tells us

The results of this year’s survey are a significant improvement on our survey in 2006. Almost all questions indicate an improvement in satisfaction and additionally there are no questions which demonstrate any significant reduction in satisfaction.

Some key points:

• The number of responses has almost doubled to 160

• The overall level of satisfaction with the service provided has increased by over 15 points to 84.7%

• Resident dissatisfaction has almost halved at 9.3%

• 25 out of 35 comparable questions achieved an increase of 10 percentage points or more in levels of satisfaction

• Our male residents are marginally more satisfied than our female residents

• Our residents overwhelmingly prefer traditional forms of communication such as a letter or a meeting with their keyworker over new technologies such as text messaging or email

The Importance of the Services provided

Once again we asked our residents to tell us how important certain aspects of the service are to them.

Listed here are are the things that matter most.

Every one of our staff can have a positive effect on one or more items from this list and improve the experience that our residents have with ICH.

The Top 10 Most Important:

1. Being treated with dignity and respect

2. Feeling safe and secure in your home

3. ICH meets your accommodation and support needs

4. Having access to the right person when needed

5. Confident that your input will be valued and acted upon

6. Service provided by cleaning and maintenance staff

7. Explanation of rent payment procedure

8. Your individual support plan

9. Explanation of you tenancy / licence agreement

10. The general condition of any shared facilities