Peverel OM Customer Satisfaction Survey 2009
By admin | December 8th, 2009 | Category: Past Articles | 14 commentsWe’ve kindly been forwarded a copy of the ‘Peverel OM Customer Satisfaction Survey 2009′, that was recently sent to a contributor of TheTruthAboutSolitaire.
The introduction to the Peverel OM’s Survey, is:-
At Peverel OM we are committed to improving our customer service to residents living at or owning properties at developments we manage. It is important for us to know what our customers think of our services now and how we might plan our services in future.
It would be very much appreciated if you could take a few minutes to complete this questionnaire and return it in the pre-paid envelope. The survey is being analysed by an independent market research company to ensure your feedback remains anonymous.
Thank you.
Peverel state that this is to help plan how they can managed our properties in future, but aren’t they really trying to obtain ‘positive’ responses, so enable them to contradict the views of us residents?
Afterall, Ian Rapley, clearly believed that we are a small group of serial complainers (notice we didn’t mention the dribbling geriactric word…. oh balls, sorry!)
In addition to this, you can apparently win a £100 case of fine wines in the prize draw! (Nothing like bribing people to reply)
If you would like to download a copy of the Customer Satisfaction Survey click the following link:
UPDATE: Peverel OM Customer Satisfaction Survey – Cover Letter
Peverel OM Customer Satisfaction Survey 2009
The survey is being undertaken by a company called ‘The Research Factor‘ and if you click the link, it’ll take you to the ‘contact us’ page of their website.
[UPDATE] For those interested in printing off the attached and sending it to The Research Factor, the address is:
The Research Factor
PO Box 243
Billingshurst
RH14 4AF
Even though this is apparently a ‘Peverel OM’ survey, Peverel, Solitaire, County Estate Management, Estates & Management are all the same company = The Consensus Busienss Group - so lets all reply!!!
We’ve just filled ours out and our response was appauling! The questions they are asking, certainly opens them up to getting a grilling from their customers!
One of the statements in question 4 and whether I agree or disagree: “I trust Peverel OM completely with the management of my property” – shame there isn’t a choice that say’s – “I’ll never buy a property that is associated to this company every again, they overcharge, they’re sneaky, don’t provide any services”.
Why should we do a survey, you have ignored us all this time, Estates & Management why should we respond to your crooked company, too little too late, Consensus Business Group has bullied enough, the ball is rolling. have an awful Christmas CBG.
Brilliant. Thank you so much for posting this “Customer Satisfaction Survey” online. My completed copy will be in the post tomorrow. Let’s just say the ratings I’ve given are not flattering….. As for the comments I’ve written for Q23 – they’re not offensive, but I think I get my total dis-satisfaction across.
Strange that I haven’t been sent a copy of the survey directly. I wonder how many copies have actually been posted out? The research company might have a shock when they get far more completed copies back in than were originally posted out…!!!
However, I do feel that filling it in is a complete waste of our time. Our friends at CBG know already what we think of them, and do they really think that they’re going to get many (if any) complimentary surveys back in…??? Will they take any notice of the overwhelming bad results that the survey must surely produce…??? They’ll probably tell us that they’re listening, and will respond & react to the critisism received, but will they really…??? Will anybody believe this…???
filled in and posted – wonder why they just didn’t do an online survey through this site.
Andy why haven’t we all had a survey and a chance to win £100, perhaps if just selected locations are selected you can claim to have a 90% customer satisfaction rate
Another filled in and posted.
Yes indeed why is there no online survey.
How will they know having selected a winner who it is?
Who were the chosen favourites that were sent the forms in the post?
Oh and if it is to be of any value why not everyone?
Very good point – the completed surveys are anonymous, so once they select the winner for the £100 case of fine wines, how will they know who the lucky recipient is…??? Perhaps the original copies posted to the chosen few were actually numbered, so that they can be traced & identified…??? In which case, those of us who have printed a copy from this website have well & truly screwed their system up…!!!
But anyway, I expect that any completed surveys sent in having been printed from this website (thanks again for making it available, Admin) will be deemed invalid, and won’t be included in the statistics to be produced….. Yep, I’m very cynical!
According to the T&C’s for the prize draw (see the 2nd page of Andrew Billson’s covering letter), the name & county of the prize winner will be available by sending an SAE to the research company. Admin, on behalf of the rest of us, could you please do this once the draw has been made on 15th January, and then let us know if you get a reply…??? Obviously I won’t be the winner, as there is no way to identify me from the completed survey I posted today…..
Hope the eventual prize draw winner enjoys his/her £100 of fine wines…..
Matt…
Re the competition entry.
You are all correct in saying that as the questionnaire is ‘anonymous’, unless we attach covering letters advising who we are, there will never be a winner.
As we posted above, nothing like trying to bribe us with the possibility of winning the wine! Once again, Peverel are assuming that we are stupid by dangling the carrot of a prize when it’s meant to be anonymous!
Hopefully, we will screw up their system….. if not, the resident that kindly supplied us with the questionnaire will have multiple entries and will be bound to win!
Someone remind us to send a SAE to The Research Factor and we’ll publish the winner (if there is one!)
I have heard on the ‘grapevine’ that the fine wine in question is a Cabernet Sauvignon de Del Boy from the Peckham vineyard.
When they do decide a winner for the £100 case of wine Peverel will no doubt charge him/her a £50 claim fee; a £50 admin fee; a £50 processing fee and a £50 management fee. So the ‘winner’ will then be £100 out of pocket !
I do hope the winner isn’t called Rodney because he really will be a PLONKer.
To answer the ‘anonymous’ question – The Questionnaire does normally contain a reference number which tells the Research Factor the Estate and Property Number – The scanned copy available for download on TTAS has had the number removed to protect the identity of the original recipient.
They have conned you all again, they are very devious, you have all taken your eye off the ball, quibbling over £100 stops you arguing about the main concerns, like overcharged for maintenance, ground rent etc
i don’t think we have Paul, we are just trying to avoid them crowing about some fantastic survey that says 80% of their customers are happy, and only the “dribbling fools” of a minority have an issue. If nothing else we now dispute nay survey findings because we know that people from all parts of teh country have not been included rendering the survey meaningless
a n onymous – if the prize winner is tee-total, perhaps their substitute prize will be a case of Peckham Spring Water. Cushty…!!!
So, as I first suspected, the original copy of the survey probably was coded, but as our copies downloaded off this website aren’t, they will most probably be deemed invalid….. Perhaps the whole survey exercise will be scraped, as it’s been corrupted…???
It’s a right stitch-up. As the survey closing date is 15th Deember, I’m expecting to receive a copy through the post on 16th…..
Hi everyone
I thought I would post in response to this thread and the survey that admin has posted.
Firstly, it’s important to say that this Customer Satisfaction survey is an independent research questionnaire sent to a representative sample of Peverel OM customers. In order to provide as full a picture as possible, participants are selected at random from developments across the country.
We will be commissioning more of these surveys throughout 2010.
In selecting the winner of the case of wine, the research company provides us with the customer account reference number that is pre-printed on the survey, so we can arrange for the prize to be delivered to the winner. They do not provide any other specific customer references.
We always welcome customer feedback via letter, email or via our website http://www.solitairepm.co.uk – and of course via myself, here. I wouldn’t want to discourage anyone from sending a completed survey to the research company. They will be collating all responses and any sent by Solitaire customers as a result of this posting will be analysed and reported back to us.
Regarding the recent BBC One Breakfast broadcast about residential retirement homes: a letter was sent by the Managing Director of Peverel Retirement to all customers of retirement residential developments, managed by our sister company, the following day.
He said in his letter:
“In the televised reports this morning a representative from the Consensus Business Group made some fair points but two comments caused me considerable concern:
1. In trying to clarify the number of people who were dissatisfied with the elements of the service charge he referred to them as a “small group of serial complainants”.
Now it may be that a relatively small number of people are complaining direct to Consensus Business Group but that doesn’t matter. If even one person complains about something that we do then that is enough for us to want to listen and do something about it so perhaps we are not very good about doing the listening.
2. The spokesman then, in attempting to point out that age does not make someone incapable of dealing with their financial affairs, used derogatory words. I do not intend to repeat those words here.
Now, I know what the representative was trying to put across but frankly, it didn’t work. His comments were well intentioned but his words came across as offensive and patronising.
I am personally very upset about this, as is the Consensus Business Group spokesman.
The people who work with me in Peverel are loyal, dedicated and immensely respectful of you our customer. The fact that you may be a little older is neither here nor there and the moment anyone in the team starts to think otherwise then we should send them packing.
I apologise for any offence that may have been caused.”
——————————————————————-
Hi Matt
Although this survey hasn’t been issued to any Solitaire residents, it is our intention to do so next year.
We want to discover how far the changes that we’ve made – and are still to make – affect the service experienced by customers. It would be helpful for you to send us a completed survey as we do welcome all constructive feedback.
Hi Cut the Grass & Francescc
Yes, an online survey will be our intention in the longer term. Online surveys are great when you need answers to a few top line questions and we have already carried out a number in relation to the leasehold market in general.
Just to re-emphasise that customers were randomly selected for this survey from across the country. When the research company provides us with the final report, all comments will be anonymous.
If you would like to include your Solitaire account reference number on your survey we will happily include you in the prize draw – but of course we respect anyone who prefers to remain anonymous.
Please feel free to email me directly at andy.solitairepm@peverel.co.uk
Many thanks
Andy
Solitaire Online Feedback Manager
Andy
I think the number of horror stories on this site show clearly that the statement “Now it may be that a relatively small number of people are complaining direct to Consensus Business Group but that doesn’t matter.” demonstrates either ignorance or arrogance – either way it is not much better than the original comments and shows that your company are learning nothing , either that or all of your spokespeople are thick. As somebody who works in the Customer Service arena, I can assure you this type of language is just digging a deeper and deeper hole.
Andy, who still refuses to give us his full name because he is [ADMIN EDIT], he just does it for the money and not loyalty.
Andy is a [ADMIN EDIT], behaving like an intelligence officer gathering information about Solitaire on the internet, I wish Solitaire were as efficient as Andy spotting adverse publicity on the internet. We had a broken light bulb for over 8 years now, I gave up trying to contact Solitaire about it.
Look at this website of Paul Clark MP:
http://www.labourisworking.com/?p=1074
You will notice a complaint about Solitaire dated the 11 August 2009, miraculously less than two days later 13 August 2009, there was a reply from our Andy! That is military efficiency by Solitaire to protect their non-existing reputation, Andy is everywhere on the net.
Solitaire want to protect their cash cow at all costs. Their service charges have gone up by 25% every year since I moved in 13 years ago, in 1996!
[ADMIN EDIT]
P Hill
TheTruthAboutSolitaire has previously revealed the identity of Andy – to which he did confirm that it was him (Andy M). As per the Privacy Policy of TheTruthAboutSolitiare, when we receive a request to remove the full identity of a Peverel employee, we must do so.
We are all aware that Andy is the ‘Online Feedback Manager’ for Peverel and a recent Job Vacancy actually stated that the responsibilities would be to protect the image of the company. It is also very likely, that Andy found the Labourisworking link, having been publicised by TheTruthAboutSolitaire (he seems to do this quite a lot), so really, we are doing the job of Andy and he’s just bring it to the attention of others.