Satisfaction data - stick to the rules
Hal Pawson’s feature (Inside Housing, 5 February) highlights some important issues relating to satisfaction testing. As a market research company carrying out more than 80 standardised tenant satisfaction surveys (known as STATUS) each year, Feedback Services knows just how important it is that the National Housing Federation’s STATUS methodology is adhered to.
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A great deal of time and effort went into establishing STATUS as a valued industry-standard approach providing useful and robust satisfaction data for the sector, so it is disappointing to see that the guidelines are not understood or being overlooked by some research providers.
The cost of carrying out STATUS and the extent to which the key satisfaction indicators are relied upon as an accurate measure of an organisation’s service quality mean it is essential that the methodology is adhered to in order to withstand external validation. Time and again when working with clients new to Feedback, we are provided with poor data from previous surveys.
As well as guaranteeing compliance, a good research provider should always highlight any uncontrollable factors influencing findings so that the landlord, residents and stakeholders understand the full context of the results.
Denise Raine, director, Feedback Services, Oxford