HUD Customer Service and Satisfaction Survey

The Customer Service and Satisfaction Survey is designed to be both an assessment of current resident opinions regarding their housing quality, and a management tool for identifying areas of concern.

Questions

Survey questions currently cover such areas as maintenance and repair, management communications, safety, services provided, and neighborhood appearance. Resident responses to these questions provide a "Likert Scale" (1-5) scoring structure from which survey indicator results, or scores, are developed. The survey instrument , the questionnaire format, was constructed in consultation with housing industry representatives and resident leadership groups. Moreover, each question may be weighted separately to emphasize predetermined areas of interest.

Method

A direct mail process is used to deliver the survey questionnaire, and the methodology reflects the "Dillman" process of sequentially sending a lead letter, survey reminder post card, and second survey to non-respondents. The entire survey administration is completed in approximately 55-65 days. (03/22/04)

Results

Results from the survey are provided to our customers through a web-based reporting application called the Resident Assessment Sub-System (RASS). If a user has Internet access, and the proper identification and authentication code, the Real Estate Assessment Center RASS interface allows users to view survey statistics for an entire property portfolio at the question level, and access to management report features.