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Capturing the Customer Voice

Resident satisfaction surveys continue to be an essential tool used to shape services, improve ways of working and enhance the customer experience or residents across the housing sector. In 2011, HouseMark launched what is now the dominant framework for capturing and comparing customer satisfaction, STAR. With more than 300 landlords regularly using it to consistently compare customer satisfaction metrics, the framework has been successfully delivering data-driven insights to make measurable improvements for housing providers.
Research United Kingdom Research Paper
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