| Customer Survey Results |
|
Overall satisfaction with Affinity - 83% (+/- 5%) of respondents were either satisfied or very satisfied with the overall service provided by Affinity. 6% were dissatisfied or very dissatisfied. Satisfaction has increased by 2% since the 2009 survey and dissatisfaction has fallen by 2%. Satisfaction that customer views are being taken into account - 68% (+/- 6%) of our respondents - inclusive of ‘no opinion’ responses - are satisfied or very satisfied that Affinity is taking their views into account. There has been a very slight 1% decline in satisfaction since 2009. 8% are fairly dissatisfied or very dissatisfied (-1% since 2009). Satisfaction with the repairs service - 84% (+/-6%) of our respondents are fairly satisfied or very satisfied with the repairs and maintenance service. 12% are fairly dissatisfied or very dissatisfied. Satisfaction with the repair service has improved by 8% since 2009. 12% are fairly or very dissatisfied – a fall of 1% since 2009. Overall satisfaction with the home - 83% (+/- 5%) of our respondents were satisfied or very satisfied with their homes. 9% are fairly or very dissatisfied with their homes. Satisfaction with the new home has increased by 3% since 2009. Dissatisfaction levels have decreased by 2% since 2009. Satisfaction with the help received from the housing services team - Looking at respondents who have contacted Affinity in the previous 12 months - 86% (+/- 5%) of respondents are satisfied with the help they received from the housing services team. This represents a 6% increase in satisfaction since 2009. 5% are fairly or very dissatisfied this year compared to 7% in 2009. |