Lessor satisfaction

Surveys are undertaken to measure lessor satisfaction. The largest of these is the annual lessor survey that measures satisfaction with customer service, one of the KPIs, as well as aspects of property management. The results of this survey aid in improving lessor relations and product development.

The KPI for satisfaction with customer service (90%) was met nationally in 2013–14, with 1,733 (97%) of the 1,791 lessors who responded to this question reporting satisfaction. This result is similar to last year's (96%) when variations in sample sizes are taken into account.

Satisfaction with the value-for-money of the property management service fee (89% of 1,787), feedback from the periodic inspections (85% of 1,756) and the maintenance service (93% of 1,748) continued to be above the target of 80% nationally. There were no statistically significant differences when comparing 2012–13 and 2013–14 results.

In 2013–14, the majority of respondents (91% of 1,789) indicated they would recommend investing in DHA property to others and consider negotiating a new lease on expiry of their existing lease (88% of 1,786).