Harvest General Needs and Sheltered Customer Satisfaction Survey 2009/10


We have recently commissioned Salford University to conduct our annual Customer Satisfaction Survey of general needs and sheltered housing tenants.

The survey will be carried out using a postal questionnaire which will be sent to a sample of approximately 7500 customers week commencing 11th January 2010.

This year participants will also be given the opportunity to complete the survey online via a web-based questionnaire hosted by the research contractors.

Customers have until the 12th February to return their questionnaire to Salford University and those returning their questionnaire by this date will be entered into a prize draw to win up to £100 worth of high street shopping vouchers.

Customer Satisfaction Survey FAQ

Why are Harvest carrying out the survey?

Harvest carry out an annual customer satisfaction survey to explore levels of satisfaction among customers with the housing and services provided. The information is important to us as it helps us to understand what we are doing well and where we can make improvements.

Do I have to complete the questionnaire?

Participation in the survey is voluntary. If you do not wish to take part, or only wish to complete part of the survey please can you still return your questionnaire in the envelope provided. You will then be removed from the mailing list and a reminder will not be sent.

Is the survey anonymous?

The results of the survey are anonymous, the questionnaire is not anonymous, but it is confidential. The completed questionnaires are returned directly to our contractors, Salford University. Harvest does not see the completed questionnaires; they receive a report from the survey contractor that summarises the results of the survey.

There is no name and address on the questionnaire, how do you pick a prize winner?

All questionnaires have a unique reference number that links to a name and address on a database held by our survey contractor, Salford University. The name and address is used by the contractor to issue reminder letters to non-respondents and to identify the prize draw winner. Harvest staff do not know who has received or returned a questionnaire.

Who selects the prize winners?

Salford University will randomly select the winners from the returned questionnaires and provide Harvest with the names and addresses of the winners. A member of Harvest will then contact the prize winner to arrange delivery of the prize.

Why have I received a second/third questionnaire?

There are three mailings in total. People who do not respond to the first mail-out will be sent a reminder letter and questionnaire. This helps us achieve a better response rate to the survey. If you have already returned your questionnaire please ignore the letter. This can sometimes happen if questionnaire was returned just before the reminder mailing was sent out, so there is an overlap in the post.