Satisfaction reaches new high | Latest news

Satisfaction reaches new high | Latest news

Satisfaction reaches new high

Woman and child outside their home

For the second time in a row we’ve recorded our highest ever level of customer satisfaction.

We're committed to providing a world class service to our customers and over the past three months satisfaction with the service we've provided has reached a record high. After hitting a high of 84.6% at the end of September, customer satisfaction has now climbed even higher to 86.1%. It means we are already meeting our target for this year of 84% and are on course to meet our Corporate Plan goal of raising customer satisfaction to 90% by 2019. See the table below for the full results.

Among the comments received from the most recent survey have been: “I'm severely disabled, as such Merlin has taken good care of me as a landlord. Listen to any worries I may have and if I need help then Merlin are out ASAP.”

Another customer said: “I am completing this form on behalf of my mother who has dementia. Seven times I have rung regarding repairs & planned maintenance and all the staff from the office & the people who have come to do the repair have been very helpful & sensitive to the fact."

We send out the Star satisfaction survey to a random selection of customers every three months. All of those who complete the survey are entered into a prize draw, with £250 of shopping vouchers on offer to the winner.


Star survey results
Question Target 2015-16 Q3 score
Taking everything into account, how satisfied are you with the service provided by Merlin? 84% 86.1%
How satisfied are you with the quality of your home? 83.5% 84.7%
How satisfied are you with the quality of your neighbourhood? 89% 88.4%
How satisfied are you that your rent provides value for money? 75% 80.3%

How satisfied are you with the way Merlin deals with repairs and maintenance?

79% 81.4%

How satisfied are you that Merlin listens and acts upon your views?

70% 66.6%

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