News and events

Customer satisfaction at 12 month high

Customer satisfaction with the services we provide have reached a 12-month high.

Latest satisfaction survey results have revealed customer satisfaction from January – March 2017 was at 85.3%, the highest score for a three month period over the past year. Added to previous results, it means overall customer satisfaction with our services in 2016 – 17 was 83.6%. Customer satisfaction with the quality of their home is also high, at 84.5% over the past 12 months.

One customer who responded to the latest survey said: “I am very grateful for the way Merlin and their staff look after the home I live in and have for the last 40 years.  I live on my own and my dear wife past away after 70 years being married.  So to all staff who have taken care of our home all these years, I would just say again thank you to you all.”

Although the vast majority of customers are either very satisfied or fairly satisfied with their home and the services we provide, we're determined to do even better. Our target is to increase overall customer satisfaction to 90% and satisfaction with their neighbourhoods by 2019. And we're confident that two ongoing projects will help us achieve this goal.

Our 2020 Project aims to improve customer access to our services by giving them more choice about how to contact us. We’ll be introducing new smartphone and tablet apps and improving our online customer portal, where customers will be able to view their account, request a repair and make a payment.

We’re also reviewing our repairs policy at the moment. We know that getting repairs right is the biggest issue for customers. Our new contract with Travis Perkins is already helping to improve this service, and are working to ensure we improve the service we provide to customers from the point where a customer decides to contact us to the work being finished. By making these improvements we’re confident that customer satisfaction will increase even further.

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