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Citation

Satsangi M & Kearns A (1992) The Use and Interpretation of Tenant Satisfaction Surveys in British Social Housing. Environment and Planning C: Government and Policy, 10 (3), pp. 317-331. https://doi.org/10.1068/c100317

Abstract
The meaning and contemporary relevance of consumer satisfaction with reference to the evolution of British social housing is examined. The increasingly widespread usage of satisfaction surveys, the satisfaction score being deemed an indicator of organisational success or effectiveness, is noted. Within the context of British political parties' penchant for citizens' charters, the survey has been seen too as a means of improving the quality of service delivery. At the same time as this, the satisfaction survey has been heralded as an effective means of listening to consumers, and thus as a necessary component of organisations becoming more demand-responsive. Empirical and theoretical work leads to doubt whether the satisfaction score can form a hardy base for these claims.

Journal
Environment and Planning C: Government and Policy: Volume 10, Issue 3