Customer satisfaction surveys – how your feedback helps improve services
We continuously review and survey our services to understand your views about us, what we’re doing well and where we can improve.
We’ve partnered with specialist customer research and insight company The Leadership Factor (TLF), who carry out all customer satisfaction surveys.
What type of surveys are there?
The main survey we could contact you about is our anniversary survey. We call it an anniversary survey because it’s on the anniversary of the date you moved into your home with us.
It could be your one, two, five or tenth anniversary; the main thing is we’d like to hear about your experience with us over this time, including your views and ideas on how we provide services across various areas of Catalyst.
Customer experience surveys
TLF may contact you after you’ve received a service from us to discuss your experience, this can include:
- Requesting a repair – how you felt the repair was carried out, including timescales and the quality of the repair
- Reporting anti-social behaviour (ASB) – Are you satisfied with how the report was manged and the overall outcome
- Making a complaint – Are you satisfied with how we handled the complaint and the overall outcome
- Moving into a new home with us – An opportunity for shared owners, leaseholders, and tenants to tell us about your moving-in experience in one of our new builds.
How are the surveys undertaken?
All surveys undertaken by TLF are either telephone or email surveys and will take approximately 5-10 minutes of your time.
If you’re contacted on the phone, they’ll introduce themselves and explain what the survey is about before they start. If you’re busy they can call you back at a time that’s convenient for you.
You can choose to remain completely anonymous in the feedback you give, and you don’t have to take part in a survey if you don’t want to.
Find out more
Find out more about all our customer satisfaction surveys, including new surveys coming soon in 2021.