Customer news

Customer news

Satisfaction rates soar for Merlin’s services

Overall customer satisfaction with the services we provide are continuing to rise.

This week we've announced that customer satisfaction with its services has risen in the period April – June 2017 to 86.5%, up from 85.3% recorded in the previous quarter. It means that average satisfaction over the past year has increased to 84.8%. Satisfaction with the quality of people’s neighbourhoods also rose up to 89.7%, while satisfaction with rent as value for money increased by more than 6% to 86.2%.

Among the recent comments received in the latest survey was: “I was very pleased with the way all my money matters, were sorted as I had no idea where to begin.  My husband always dealt with this, Merlin were very helpful when he passed away.”

Another customer said: “I think the one thing I would praise Merlin for is their promptness.  On the rate occasion when I’ve had trouble with anything gone wrong they have always called the same day, which I do appreciate.

Although the latest results show that the vast majority of customers are very or fairly satisfied with their home and the services we provide, we're aiming to do even better. By the end of March 2018 our goal is to increase overall satisfaction to 86% and by March 2019 to increase this to 90%.

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