Clúid is about to start its customer survey programme for 2020. We want to understand the needs of our residents and work towards continuous improvement of our services. Receiving feedback from our residents is really important. It helps us understand what is most important to you and where we need to focus our efforts and resources.
The research will be carried out by Acuity on behalf of Clúid. Acuity is a research company that specialises in seeking feedback from residents in housing associations in the UK and Ireland. As part of the survey programme you may receive a phone call or a letter. A random sample of tenant will be contacted about their overall perception of Clúid. In addition, we are introducing satisfaction surveys for residents who recently had a repair completed or had made a service complaint to Clúid. These surveys will help us monitor how well we are handling repairs and complaints in particular, which are two important areas of our customer service.
If you agree to participate in the survey, your answers will remain completely confidential and will not be known to Clúid staff, unless you explicitly consent to Acuity passing your details on to Clúid. You might decide this, if, for example, you raise an issue which you would like to have resolved by Clúid. Those who do submit their views are in with a chance of winning one of eight €50 AllForOne vouchers.
We will share the findings of the survey with you later this year. If you have any questions about the satisfaction survey, please phone or email the Contact Centre for more information.