And Why We Need to Consider Both
Have you ever wondered about the differences between two crucial survey methodologies in the housing industry? In this blog post, we explore the distinctions between transactional surveys and perception surveys and why they matter for understanding tenant experiences. They allow us to tune in to the experiences and needs of tenants, helping landlords and policymakers create a better living environment for all.
What sets these methodologies apart? Why do they matter? And why, in the ever-evolving landscape of housing, is it not a question of choosing one over the other, but a matter of embracing both?
Transactional Surveys
Transactional surveys are initiated by landlords after specific interactions with tenants, such as maintenance requests, repairs, or other service-related events. These surveys provide valuable insights into these individual interactions, enabling housing providers to assess the quality of their services on a transactional level. They help in identifying areas that require immediate attention and improvement.
Perception Surveys
In contrast, perception surveys focus on gauging the overall satisfaction of tenants. They involve collecting feedback from a random sample of tenants or even conducting a full census. The goal is to gain a holistic view of tenant experiences, including their general satisfaction and trust in housing providers.
One significant development in perception surveys is the introduction of the Tenant Satisfaction Measures (TSMs) by the government. These measures aim to provide a standardised way to assess tenant satisfaction in the social housing sector. For more detailed information about TSMs, you can visit this link.
The Challenge of Discrepancy
Jonathan Cox, the director of data at Housemark, points out an interesting challenge when comparing these two survey types: "The issue with this, of course, in light of emerging regulation is that transactional surveys typically produce results that are around 15 percentage points higher than when the same question is asked in a perception survey."
This discrepancy underscores the importance of considering both transactional and perception surveys. While transactional surveys may yield higher satisfaction ratings for specific interactions, perception surveys provide a broader view of tenant experiences.
Understanding this difference is essential for housing providers and regulators to make informed decisions and improvements.
How you choose to gather the data can also have a huge impact on the quality and authenticity of the responses received. The decision between conducting surveys via telephone, face-to-face interviews, postal questionnaires, or online platforms is more than a mere logistical choice; it's a strategic consideration that influences the depth and breadth of insights you'll obtain.
Our Commitment at GovMetric
At GovMetric, we are dedicated to delivering both targeted transactional surveys and general tenant perception surveys. Our approach aligns with the outcomes set out in the Social Housing White Paper, ensuring that housing providers have access to the insights they need to enhance tenant experiences and meet regulatory requirements.
The choice between transactional and perception surveys is not an either-or proposition but rather a complementary approach. To gain a comprehensive understanding of tenant experiences and satisfaction, housing providers must embrace both methodologies. By doing so, they can address specific issues while also ensuring they meet the broader expectations of their tenants.
If you have any questions or would like to learn more about our survey services, please don't hesitate to contact us.
We are here to help you navigate the world of housing surveys and improve the well-being of your tenants. 📊
Karolis Duoba is the Marketing Manager of GovMetric, home of the leading Citizen Experience Management solution for the public sector.
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