Customer satisfaction as a performance measurement and management tool in English social housing

Customer satisfaction measurement is argued to be the ultimate arbiter of the success of public organisations (Hill et al 2007). Despite being a regulatory requirement for English social housing providers to measure customer satisfaction throughout the 2000’s and remaining relevant after sector de-regulation in 2010 (Williams 2013), it is surprising there is little academic literature underpinning quality of service and customer satisfaction within English social housing. This study meets this gap by presenting the first academic research exploring the empirical evidence underpinning the relationship between customer satisfaction and service quality orientated business performance in the UK social housing sector.