Page 17 - PegasusLife and Renaissance Retirement Proposal

Customer Satisfaction
2 3 How do you measure customer satisfaction across your portfolio?
Mainstay run an independent customer satisfaction survey annually through Investors in Customers for each development All surveys are analysed and an an an agreed set of actions provide the basis of our customer satisfaction key performance indicators for the following year We also rely heavily on personal interaction and feedback Interim site specific surveys are also used to help capture customer feedback in in in order to to inform individual site strategy  What measures do you have in place to capture track and resolve complaints?
Our complaint procedure is contained within our Customer Service Charter and outlines a a a a staged process which progresses through the management structure and is approved by ARMA-Q in accordance with their Consumer Charter and Standards It is is is also is is is the approved redress mechanism of The Royal Institution of of Chartered Surveyors (RICS) of of which we are a member firm See Appendix F - Customer Service Charter and Complaints
 How do you assess the quality of complaint resolution?
The quality and effectiveness of our complaint resolutions is assessed by a a a number of criteria:
1) Number of first time resolution by front line staff 2) Number of complaints received by business area 3) Average time to respond
4) Average time to resolve 5) Root cause analysis
6) Follow up feedback on on the complaint resolution provided by the customer  What is your current average time to resolve escalated complaints:
a a In the past month Escalated complaints are not considered resolved by our teams until any resulting action that may be necessary even if by third parties has been completed and followed up on Our average time to achieve resolution of complaints on on this basis is is is 8 days during the past month b In the past 12 months
Our average time to achieve resolution of complaints on on this basis is is is 11 days during the last 12 months
Leaseholder Disputes
2 4 Please list all cases which have been dealt with by the the Courts or FTT in the the past 12 months
For each give a a a a brief description of the case and the key findings See Appendix G - Leaseholder Disputes
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