Tenant Satisfaction Measures Survey guide

The Regulator of Social Housing is a UK Government body that regulates providers of social housing. They provide a set of standardised questions which social housing providers are required to use when they survey their tenants, asking their satisfaction with the housing and housing provider. The Tenant Satisfaction Measures Survey uses these standard questions to build a survey that helps your organisation to meet these regulatory requirements. The surveys contain a number of questions to help you understand how your tenants are feeling about the service they are receiving from your organisation. There is the opportunity to enter your organisation’s details, include a range of demographic questions, and to ask for contact details.

The responses to your survey will help you understand how your tenants feel, assisting you in improving and prioritising your organisation’s needs.

Step by step guide

This guide will take you through the steps for the Tenant Satisfaction Measures Survey:

• Step 1: Download the Tenant Satisfaction Measures Survey from the Marketplace
• Step 2: Building the Tenant Satisfaction Measures Survey
• Step 3: Share with your tenants using the link or the QR code
• Step 4: Ask your tenants to complete the Tenant Satisfaction Measures Survey
• Step 5: Use your data to improve tenant satisfaction

Step 1: Download the Tenant Satisfaction Measures Survey from the Marketplace

To download a pre-built survey from the Marketplace you will need to have a Snap XMP Online account. Follow the steps below to access the survey by either creating a new account or by logging into your existing account.

1. Go to the Marketplace here: https://www.snapsurveys.com/marketplace. If you have any problems, copy and paste or type the link into your web browser search bar.
2. Select the Tenant Satisfaction Measures Survey from the list of pre-built surveys available.
3. Click Get started for free. This automatically opens the Snap XMP Online login page.
   • If you do not already have an account, you should click the link Create a Snap XMP Online account, enter your details and click Create account. An email will be sent to the email address confirming that the account has been created. Click the link in the email to verify the email account. Then once logged in you will see that the survey is listed in the Your work area.
   • If you already have an account, you simply log into your account and the survey will automatically be imported.

Step 2: Building the Tenant Satisfaction Measures Survey

After logging in to Snap XMP Online you are ready to use the Tenant Satisfaction Measures Survey.

1. The first page in Snap XMP Online shows a summary of Your Work. The Tenant Satisfaction Measures Survey template is available here. Templates are shown with the icon . Click the icon or template name to show the template Summary.

2. In the Summary, click New Survey. You can also access the survey help, and the terms and conditions here.

3. Enter the survey name; select the checkbox to confirm that you have read and accept the terms and conditions then click Create survey.

4. This opens the Tenant Satisfaction Measures Survey which helps you to set up your survey. Follow the on screen instructions to build your survey. You have the opportunity to enter your organisation’s details, to add a range of demographic questions, and to ask for contact details. Click Next to progress through the process.
5. On each page, select the options you require and click Next to go to the next page. When you have completed the questions you are shown a summary, click Next to proceed with your choices or click Back if you wish to change anything.
6. Click Create Survey to build the Tenant Satisfaction Measures Survey.

Making changes to your Tenant Satisfaction Measures Survey

1. Select the Tenant Satisfaction Measures Survey, if it is not already selected. In the Summary tab, click the Build link.

2. This displays the read-only view of your Tenant Satisfaction Measures Survey. There are three options available:
   • View shows the read-only version.
   • Edit lets you make basic changes to specified wording and the logo. You can edit the shaded areas shown between curly brackets { }. Click on the word or image to edit.
   • Rebuild runs the Tenant Satisfaction Measures Survey again. This allows you to change your initial choices by selecting or clearing the options. This is not available if you have already started collecting responses.

3. Click Save to save any changes you have made. Click Cancel to cancel any changes and return to the original version, which shows the read-only version.

Step 3: Share with your tenants using the link, the QR code or printed questionnaire

The next step is to test the Tenant Satisfaction Measures Survey and share it with your tenants.

Viewing the interview settings

1. Select the Tenant Satisfaction Measures Survey, if it is not already selected.
2. In the Summary tab, click the Collect link. The Interview URL link and the QR code are available here.

Testing the Tenant Satisfaction Measures Survey

1. Click Launch Preview. This opens a test version of the Tenant Satisfaction Measures Survey.

2. Test the Tenant Satisfaction Measures Survey by completing it with different responses to check that it works the way you want. Your test responses are not saved and do not affect your data.
3. If you need to make any changes, return to the Build tab where you can use Edit and Rebuild to make the changes then repeat the testing.
4. When you are happy with the questionnaire, you can start collecting your tenants’ responses.

Start Interviewing

1. Click Start Interviewing then click Start when you are asked to confirm.

2. Now you can send the Interview URL link and/or QR code to your tenants.

Making the Interview URL available

1. In Web Interviews, click Copy URL to clipboard to copy the Interview URL link.

2. Open your web browser, paste the link into the search bar at the top of your browser and press Enter. This loads the start page of the Tenant Satisfaction Measures Survey.
3. Alternatively, open your email application and paste the link into an email to send to your tenants.
4. If you wish to include the Interview URL link in a printed sign for your tenants, paste it into a document and print.

Making the QR code available

1. In Web Interviews, click the QR code image to download the QR code to your device.

2. The web browser shows a notification when the file has downloaded. Click on the notification to open and/or save the QR code.
3. The QR code can be used in a printed sign for tenants to use or attached to an email sent to your tenants. The minimum size for a printed QR code is 2cm by 2cm.

Providing paper copies of the questionnaire

1. In Paper Interviews, click the questionnaire download link.

2. You can download a PDF of the questionnaire to your device. Access and print from your device for tenants who cannot access the questionnaire online.

Step 4: Ask your tenants to complete the Tenant Satisfaction Measures Survey

When you have sent the Interview URL link or QR code to your tenants, ask them to complete the questions.

Using the Interview URL link

1. If your tenant has an email with the Interview URL link, ask them to click this link to open the Tenant Satisfaction Measures Survey.
2. Alternatively, open a web browser app and enter the Interview URL in the search bar of the browser. Press Enter to open the Tenant Satisfaction Measures Survey.

Using the QR code

1. Using the QR code can quickly open the Tenant Satisfaction Measures Survey on your tenants’ smartphones. Many smartphones, such as iPhones or Android devices, have an in-built QR code reader in the camera app.
2. Open the camera app and point the camera at the QR code for a few seconds. When scanning is enabled a notification appears. Tap the notification to open the link.
3. Alternatively, a QR code reader app can be installed on the phone. Follow the instructions for the app.

Completing the Tenant Satisfaction Measures Survey

1. Ask your tenants to answer the questions and click Submit.
2. They will receive a notification to confirm that their response has been submitted.

Using paper questionnaires

You can make printed paper copies of the questionnaire available by

• Mailing a copy to your tenants for them to complete and return. You may want to provide a covering letter with further information specific to your organisation, and to let your tenants know how to return the completed questionnaire.
• Making copies of the paper questionnaire available in areas accessed by your tenants with instructions on what to do with the completed questionnaire.

When you receive the completed paper questionnaires you need to enter the responses into your survey.

• Enter the Interview URL in a web browser and progress through the questionnaire, entering the responses from each completed paper questionnaire.
• Snap Surveys’ Data Collection services are also available to provide data collection and data entry.

Step 5: Use your data to improve tenant satisfaction

Each Tenant Satisfaction Measures Survey has two main reports and up to three appendix reports depending on the options chosen. There are also up to two filters available, depending on the options chosen, that can be used to filter the responses used in the reports.

Reports

The main reports are:

• Full Report shows a comprehensive analysis of your tenant responses, including the regulator’s requirements, and is intended for use by the organisation itself. Use the filters to produce a report with a filtered subset of your response data.
• Tenant Summary shows a summary report that is intended to be circulated to residents. One of the requirements of the regulator is to share results with tenants and this report enables you to fulfil that. Use the filters to produce a report with a filtered subset of your response data. Your organisation can share the Tenant Summary with tenants electronically, for example via email, as well as using paper copies.

The appendices are:

• Appendix: Further Comments gives you an opportunity to review the comments made by tenants.
• Appendix: Contact Details gives you a report of contact details left by tenants who supplied them.
• Appendix: Further Comments & Contact Details Enables you to respond to any specific issues that tenants raised.

Filters

The filters are:

• by tenure
  • This filter is only available if you have selected “Yes, I’d like to include a tenure question” in the survey setup. The default filter rule name is “What type of tenure do you have?” but you can change this as part of the survey setup.
• by area
  • This filter is only available if you have selected “Yes, I’d like to include an area/estate/building question” in the survey setup. The default filter rule name is “Which area do you live in?” but you can change this as part of the survey setup.

Analysing your response data

1. Select the Tenant Satisfaction Measures Survey.
2. In the Summary tab, click the Analyze link. The reports are available here.

3. Click on the reports to view the analysis of your response data.
   • Click Update to get the latest data.
   • Click Download to create a PDF version of the report.
   • Click Print to print the report.

Applying a filter to the reports

The Tenant Satisfaction Measures Survey may have up to two filters, depending on the options chosen. You can apply the filters to any of the reports. You can filter by tenure if you have selected “Yes, I’d like to include a tenure question” and by area if you have selected “Yes, I’d like to include an area/estate/building question” in the survey setup. Use the filters to view a filtered subset of your response data. To apply a filter to the reports, use the following instructions:

1. Select Filter in the side menu.
2. Click Add variable  to add a filter rule.
3. In the Select a variable list, select a filter then click Next.
4. Select the answers to use in the filter and click OK.

5. Select a report to show the filtered analysis. If a report is already selected, click Apply changes to update the analysis of your response data for the selected filter.