Periodic Customer Satisfaction Survey

ICH carried out it's third comprehensive Customer Satisfaction Survey in March 2006. 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

The response rate was slightly lower than previous years. “Overall Satisfaction” is the most important question on the survey and unfortunately we performed less well this year. The bar graph shows the response to this question this year and the response from 2004.

The Importance of the Services provided

This year for the first time 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.

We hope to do better in the next survey.

The Top 10 Most Important:

1. The building security

2. The building cleanliness

3. Being treated with dignity and respect

4. Feeling safe and secure

5. ICH is an organisation that understands your needs

6. ICH values and supports diversity of peoples backgrounds and lifestyles

7. Talking to the right person

8. Efficiency and friendliness of your keyworker / warden

9. Having your issues dealt with in a timely manner

10. The time it takes to respond to reported maintenance work in your flat / room.