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