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Valero-Silva, N and Jones, A (2011) An evaluation of the customer satisfaction monitoring system in a decent homes programme. In: Egbu, C and Lou, E C W (Eds.), Proceedings 27th Annual ARCOM Conference, 5-7 September 2011, Bristol, UK. Association of Researchers in Construction Management, 807–17.
- Type: Conference Proceedings
- Keywords: customer satisfaction; decent homes programme; information technology; social housing; vision management system
- ISBN/ISSN: 978-0-9552390-5-2
- URL: http://www.arcom.ac.uk/-docs/proceedings/ar2011-0807-0817_Valero-Silva_Jones.pdf
As part of a Knowledge Transfer Partnership (KTP) project with a social housing organisation to assess the impact of its Decent Homes Programme (DHP), an initial evaluation of the customer satisfaction monitoring system was undertaken. The survey system used by the organisation is the Vision Management System (VMS), a piece of software used by a number of housing organisations in the UK to process customer satisfaction information collected mainly through questionnaires. The scores are monitored at various levels throughout the organisation at both strategic and operational levels; they are also included as part of the performance assessment of building contractors. This general evaluation was achieved firstly through analysing how the VMS is used within the organisation and the overall scores produced. Additionally, unstructured interviews were conducted with key stakeholders throughout the organisation, contractor partners, and a tenant. This initial evaluation also showed that customer satisfaction with the building work was seen by the majority of stakeholders interviewed, from across the organisation and contractor partners, as an important indicator of the success of the overall programme. This paper will present some initial and preliminary findings as the final results will be presented in 2012.