Tenant Involvement and Feedback - Surveys
Effective, timely, accurate surveys are an important tool used by all Housing Associations to involve tenants and understand their needs. Unfortunately, paper-based surveys have a wide range of drawbacks which limits their usefulness and benefits such as:
- Paper-based surveys are expensive to prepare and collate results from, this limits the number and scope of surveys that can be carried out.
- The length of time required to carry out a paper survey ensures the data can be old by the time it's available. Many key areas of interest such as satisfaction of Repairs Appointments should be carried out immediately to gain accurate feedback.
- Response rates of less than 20% are typical, which limits the validity of results and increase costs. Many tenants do not have the time or interest to complete survey forms.
- The results of paper surveys are often not easily collated and accessible, limiting the use to which the data can be put.
- Surveys using SMS text have shown a dramatic increase in response rates, with responses of over 50% being typical compared with less than 20% for paper-based surveys.
- With Deeplake CMGR, a text survey can be executed with hours, and the first results received and analysed within minutes. This dramatically increases the usefulness and range of applications for a survey, allowing more targeted
and frequent feedback to be sought and received. - CMGR electronically collates and analysis the results, removing the need to other systems, but still allowing full export of results to Microsoft Excel format if wished for bespoke analysis. The results can be viewed in-line in real-time by
anyone granted appropriate access rights, increasing the useful of the data whilst maintaining information security.
| CMGR is unique in that is stores the preferences of each tenant, including language, method of communication (such as email, SMS), preferred times of day for communications, and also ability to remember to notify named carers and family members of certain events. Messages can translated according to each individual tenants' preferences allowing surveys to be deployed inclusive and equally across your community without a dramatic increase in costs. |  |
CMGR exploits the benefits of SMS communications to provides facilities for different kinds of surveys;
One-Time Surveys
A range of questions can be sent to a demographically selected group with automatic collation of results. CMGR
supports a range of standard demographics in addition to supporting user defined analysis fields.
Ongoing Surveys
A range of questions can be distributed randomly and at staggered intervals across a demographically selected group, allowing a representative survey to be carried out whilst minimising the number and intensity of questions to any of the participants.
Transaction Surveys
One or more survey questions can be linked to other communications, for example a series of repairs appointment reminders can be ended with a number of survey questions. The results can be saved automatically as part of
a survey allowing ongoing analysis of the results.
Public Surveys
A Public Survey allows questions posed through alternative media (e.g. magazine, radio or billboard advertising) rather than in response to questions initiated via CMGR via SMS. CMGR can accept and collate these results and provide analysis.
All of the surveys can use the full set of CMGR features including multilingual message selection, email or SMS preferences and full auditing and budget control. That these benefits can be gained alongside a reduction in costs and increased in customer service ensures that efficient communication will be a key element of the Housing Sectors inclusion and diversity policies, and can contribute to a higher star rating and improved recognition from the community.