A customer feedback model for service performance improvement: Preliminary case study results

This paper examines the detail of how customer satisfaction feedback influences service performance in English social housing. Customer satisfaction remains highly relevant for measuring both service performance and experience (Economist Intelligence Unit 2014; 2015), and influential in social housing after forming part of a decade-long regulatory performance framework which ceased in 2010 (Williams, 2013). Although empirical evidence suggests a positive link between customer satisfaction and service performance in social housing (Williams, 20161), there is limited academic literature examining the specific operational processes involved. This research meets this gap and, in doing so, proposes a new customer feedback performance improvement model.