Customer research

We're working with a new customer research partner Mel Research. They will be working with us over the next couple of years to understand your views on the products and services we provide.

Each month, we will be listening to a cross-section of tenants and customers about their experience and views on Plus Dane. We will also use feedback received from other surveys we run such as satisfaction following a repair, to help us understand what is working well and where we can make improvements. Importantly, this will mean that any changes made are based on your views as the customer.  

Mel Research will carry out a tracker (or ‘finger on the pulse’) survey using a combined SMS/text, email and telephone CATI (Computer Assisted Telephone Interviewing). They will be asking a set of core questions and may introduce some specific questions at different points if this would be useful to gauge opinion on something new or topical.

Later this year Mel Research will also be running a perception survey on behalf of Plus Dane to all tenants and customers, using a census approach.