Customer Satisfaction Measurement

We are committed to supporting our members in measuring customer satisfaction across all housing functions in a way that is robust whilst being effective and efficient.  We promote the use of 2 tools which can be used together or independently. STAR in Scotland is a tool for those conducting large scale surveys while CSMT is a tool for conducting day-to-day customer satisfaction activities.  More information on these tools is provided below and both are FREE OF CHARGE to any social landlord in Scotland.


The Network collects data quarterly and annually from member organisations to allow results comparison to take place.  Summary reports are produced and circulated to members who use these tools.


If you would like to discuss either of these satisfaction measurement tools please contact or phone Fiona on 0131 466 3710

Large Scale Survey Training

Social landlords now have to report on the outcomes of tenant surveys. Eight of the sixteen Charter indicators will be monitored through survey responses. Within the next three years of ARC reporting, all landlords must have completed a large scale survey of tenants and service users.


The Network supported its members by providing free training on large scale surveys delivered by the consultants who were responsible for the Scottish Housing Regulator’s Conducting surveys of tenants and service users – a guide, Steven Hope of Ipsos Mori and Mandy Littlewood of Mandy Littlewood Social Research and Consulting.


The course covered everything from survey planning, to sampling, survey design, fieldwork and analysing and reporting on the survey results.


For more information, please contact Tim Pogson.

STAR in Scotland

SHN has teamed up with HouseMark to produce STAR in Scotland which combines the regulatory requirements under the Scottish Social Housing Charterwith STAR's established framework for comparing satisfaction.


Landlords who follow STAR in Scotland guidance will not only obtain satisfaction results suitable for submission to the Scottish Housing Regulator, but will also be able to compare themselves with their peers in Scotland and the rest of the UK. Both HouseMark and SHBVN provide services for their members to conduct these comparisons.


The Scottish Housing Regulator's own guidance refers to STAR, in particular STAR's extensive bank of tried and tested questions available for landlords to choose from if they wish to extend their survey beyond the basic areas required by the regulator.


Guide to STAR in Scotland

This outlines the key elements and benefits of STAR in Scotland including extensive references to the SHR's regulatory requirements to promote compliance with both.


STAR questions for Scotland

This is a full listing of STAR in Scotland's core, charter and optional satisfaction questions plus suggested demographic questions. This is a useful resource in deciding which questions should make up a STAR in Scotland survey to suit your needs and meet the regulator's requirements.


More information

For more information, email Fiona Jackson at

Customer Satisfaction Measurement Tool

Following a successful project testing the use of this tool in housing services SHN launched the benchmarking of Customer Satisfaction Measurement Tool in April 2012.


For more informtion on the tool follow this link:

Customer Satisfaction Measurement Tool

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