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 of 27th Annual ARCOM Conference, 5-7 September 2011, Bristol, UK.
Abstract
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.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | customer satisfaction; decent homes programme; information technology; social housing; vision management system |
| Index terms: | interview, management system, building contractor, partnership, tenant, programme, survey, monitoring, questionnaire, customer satisfaction, knowledge transfer, social housing, housing, performance assessment, information technology |
| Subjects: | practitioner, computing systems, control systems, construction type, research dissemination and communication, data collection methods, service delivery, management, assessment methods, project controls, housing and residential development, partnership management |
| Topics: | Roles and Professions, Stakeholder Management, Construction Technology, Research Practice, Site Management, Organizational Design, Time Control, Digital Applications, Urban Studies, Human Resources |
| Descriptive scope: | 4 PCEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here