In January we asked you to tell us what you think of the services provided by One Manchester in our second annual satisfaction survey sent to all tenants and leaseholders.
We asked an overall satisfaction question ‘Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Manchester?'.
Encouragingly the results have slightly improved from 2018’s results but improving our services, in collaboration with you, remains a top priority for us over the coming months and years.
Take a look at some of the other ways we've compared ourselves and improved on last years results!
This chart shows the overall average score for each question asked in both 2018 and 2019.
The good news is that we have seen an improvement for each question, however there is still much work to do.
We have worked out an average score out of 10 for all questions by place area.
Again, the good news is that each score increased from 2018 to 2019.
In the 2019 survey, we asked you to choose the three things you’d most like us to improve.
To better understand your priorities, we asked you not only how satisfied you are with certain things, but also how important those things are to you. This has enabled us to perform some gap analysis - the bigger the gap between the average satisfaction score and average importance score, the more we need to be concerned.
The biggest gaps were:
You said it, so we got it done
After analysing the results of the customer satisfaction survey from 2018 and some in-depth research with tenants, we drew up an action plan to tackle what you said we could improve.
We focused on the questions which scored especially low (less than 7 out of 10) and developed what we thought were realistic and achievable actions. Here are some examples of what we have done (or tried to do).
What’s happening this year
The 2018 action plan has finished, but we won’t stop there. Here’s just part of what we have planned for this year, all because of the results of our 2019 customer survey:
- Further development of our customer engagement network to ensure the customer voice is central to service improvement and development
- Complaints training for all managers to improve how complaints are handled and how effectively we learn from them where we get something wrong
- Development of key performance measures for our grounds maintenance service
- Review and consultation around our service standards so you know what level of service to expect when you contact us
- Completion of our operative multi-skill training programme
- Identification of areas for environmental improvements - we are planning a large and long-term environmental project