Forming early research in the 1st year of a PhD, this study sought to better understand the use o... more Forming early research in the 1st year of a PhD, this study sought to better understand the use of customer satisfaction measurement in the UK social housing sector after de-regulation in 2010. With data collected from 95 English housing associations, results suggested that customer satisfaction remains relevant: findings include that customer satisfaction is seen as essential for decision making at senior management / governance levels and that it is perceived to have a positive influence on service improvement in housing associations. Interestingly, there has been limited diversification of the methods used since 2010, with the majority of responding organisations continuing to use measures traditionally seen within the UK social housing sector.
Forming early research in the 1st year of a PhD, this study sought to better understand the use o... more Forming early research in the 1st year of a PhD, this study sought to better understand the use of customer satisfaction measurement in the UK social housing sector after de-regulation in 2010. With data collected from 95 English housing associations, results suggested that customer satisfaction remains relevant: findings include that customer satisfaction is seen as essential for decision making at senior management / governance levels and that it is perceived to have a positive influence on service improvement in housing associations. Interestingly, there has been limited diversification of the methods used since 2010, with the majority of responding organisations continuing to use measures traditionally seen within the UK social housing sector.
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