Customer survey services

Tender description

To establish or confirm THA's understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants. This will enable THG to decide where best to prioritise effort and investment. Broadly, the objectives of the Strategic Research Programme are: — To establish or confirm THA's understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants. This will enable THG to decide where best to prioritise effort and investment. — To establish an accurate measure of tenant satisfaction, and experience, that can be used to monitor performance, and improvement, over time. — To undertake the methodology of STAR-T that allows us to use an existing transactional survey methodology that we can bespoke with the addition of our own question sets that allow us to not only bench mark within and outside of our sector — but also to give us strategic customer insight. — To identify which aspects of the relationship motivate loyalty (since loyalty, and not just satisfaction, is a route to profitability). — To identify priorities for improvement — areas where investment in change would bring the greatest financial and performance return. — To examine the financial impact of customer satisfaction, dissatisfaction and loyalty. — To provide THA with clear guidance to ensure that maximum benefit is gained from the measurement activity. — To offer flexibility and growth with the research partner. This could mean that as we test new services we will require ad hoc research to provide an evidence base to ensure that sound decision making is in place. — To enhance THA's image by demonstrating to tenants and staff that it is a ‘customer centric’ organisation.