SERVICE SATISFACTION SURVEY: TENANTS
November 2013
1. Taking everything in to account, how satisfied or dissatisfied are you with the overall service
provided by GWHA? Highlight appropriate answer in RED
1
2
Very satisfied
Fairly satisfied
3
4
Neither satisfied Nor dissatisfied
Fairly dissatisfied
5
6
Very dissatisfied
Don’t know / No Opinion
2. How good or poor do you feel GWHA is at keeping you informed about their services and
decisions?
Highlight appropriate answer in RED
1
2
Very good
Fairly good
3
4
Neither good Nor poor
Fairly poor
5
Very poor
3. How satisfied or dissatisfied are you with opportunities given to you to participate in GWHA’s
decision making processes? Highlight appropriate answer in RED
4.
1
Very satisfied
3
Neither satisfied Nor dissatisfied
2
Fairly satisfied
4
Fairly dissatisfied
5
Very dissatisfied
5. Do you have internet access?
Highlight appropriate answer in RED
1 Yes
2 No
6. Please indicate if you use any of the following social media? Please indicate where appropriate
Twitter
Facebook
My Space
Other (State)
Don’t Use Social Media
If other please state here:
7. Did you move into this property within the last year that is since November 2012?
Highlight appropriate answer in RED
1 Yes (Go to Q8)
2 No (Go to Q9)
8. Thinking about when you moved in, how satisfied or dissatisfied were you with the standard of
your home? Highlight appropriate answer in RED
1
2
Very satisfied
Fairly satisfied
3
4
Neither satisfied Nor dissatisfied
Fairly dissatisfied
5
Very dissatisfied
9. Overall, how satisfied or dissatisfied are you with the quality of your home?
Highlight appropriate answer in RED
1
Very satisfied
3
Neither satisfied Nor dissatisfied
2
Fairly satisfied
4
Fairly dissatisfied
5
Very dissatisfied
10. Have you had any repairs carried out in this property in the last 12 months?
Highlight appropriate answer in RED
1 Yes (Go to Q11)
2 No (Go to Q 12)
11. Thinking about the LAST time you had repairs carried out, how satisfied or dissatisfied were you
with the repairs service provided by GWHA? Highlight appropriate answer in RED
1
2
Very satisfied
Fairly satisfied
3
4
Neither satisfied Nor dissatisfied
Fairly dissatisfied
5
Very dissatisfied
12. If dissatisfied, please indicate the reason(s) for your dissatisfaction?
Highlight appropriate answer(s) in RED
1
2
3
4
5
6
Poor quality finish
Took too long to complete
Did not keep to access appointment
Ongoing repairs for same issue
Had to phone several times
Access arrangement unsuitable
13. Please indicate the 3 most important aspects of our repairs service for you:
Highlight appropriate answer(s) in RED
1
2
3
4
5
Responsiveness of GWHA staff
Responsiveness of contractors
The overall condition of your property
Timeous resolution of your complaint
Repairs completed on first visit
14. Overall, how satisfied or dissatisfied are you with GWHA’s management of the neighbourhood
you live in? (neighbourhood is the street in which you live in, and the immediate surrounding area)
Highlight appropriate answer in RED
1
2
Very satisfied
Fairly satisfied
3
4
Neither satisfied Nor dissatisfied
Fairly dissatisfied
5
Very dissatisfied
14 If you receive any of the following services, how satisfied or dissatisfied are you with the service?
Highlight appropriate answer in RED
a) Stair cleaning services
1
2
Very satisfied
Fairly satisfied
3
4
Neither satisfied Nor dissatisfied
Fairly dissatisfied
5
Very dissatisfied
b) Back-court/garden maintenance services
1
2
Very satisfied
Fairly satisfied
3
4
Highlight appropriate answer in RED
Neither satisfied Nor dissatisfied
Fairly dissatisfied
5
Very dissatisfied
c) Concierge services
1
2
Highlight appropriate answer in RED
Very satisfied
Fairly satisfied
3
4
Neither satisfied Nor dissatisfied
Fairly dissatisfied
5
Very dissatisfied
15 Taking into account the accommodation and the services that GWHA provides, do you think that
the rent for this property represents good or poor value for money? Highlight appropriate
answer in RED
Is it..
1
2
Very good
Fairly good
3
4
Neither good Nor poor
Fairly poor
5
Very poor
16 Please indicate which ONE of the following is currently of most concern to you?
Highlight appropriate answer in RED
1
2
3
4
5
6
7
The impact of the under-occupancy charge on your household income
Uncertainty regarding future changes in welfare benefits
The affordability of your rent
Your ability to pay outstanding rent arrears
Fuel bills (gas and/or electricity)
Employments opportunities/prospects
Other .... please indicate _______________________________________________________
How accurate are the following statements?
Highlight appropriate number in RED for each statement i.e. 1,2 or 3
17
18
19
20
21
22
23
Very
Accurate
1
1
1
1
1
1
I am satisfied with the amount of time it takes to get service
Staff members are knowledgeable and competent.
Staff are friendly, courteous, go the extra mile to help.
I am treated fairly.
I get what I need.
I agree with GWHA’s overall objectives and strategy.
Fairly
Accurate
2
2
2
2
2
2
Not Accurate
at all
3
3
3
3
3
3
If you have highlighted dissatisfaction with any aspect of service, would you mind if GWHA
contacted you to further discuss?
Highlight appropriate answer in RED
1 Yes
2 No
Thank you very much for completing this questionnaire. The results will be presented to the Annual Tenants
Conference and will be published in the Newsletter and website.
END OF QUESTIONNAIRE
For official MIS use only
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