Data Collection Methodology

The TSM Surveys were completed via online then telephone methodologies. The rationale for using a mixed methodology approach is:

• Accessibility and Inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample
• Engagement and Data Quality: Indirect though online methods, and direct interaction over the phone tend to enhance engagement, allowing participants to answer clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
• Response Rates: Using a mixed methodology approach maximises the robustness of our data and ensuring the results truly reflect the tenant base. Including a telephone aspect also allows FGCH to be reactive to flags and alerts, which improves customer recovery
• Reliability and Consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. It also enables richer information to be gathered.
• Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation.