Toward a Better Way to Measure Customer Satisfaction Levels in Public Housing: A Report from Cincinnati

Abstract

This paper proposes a more reliable approach to measuring public housing customer satisfaction than has been used in the past, that is, one that (a) looks at trends in customer satisfaction rather than satisfaction at one point in time; (b) looks at different components of satisfaction; and (c) combines qualitative and quantitative information. Cross-tabular and logistic regression analysis were applied to a dataset containing approximately 1300 telephone interviews with residents of Cincinnati Metropolitan Housing Authority (CMHA) housing, interviewed over four waves (1995, 1996, 1997 and 1998). In general the survey results parallel objective evidence from agency records showing CMHA to be one of the most rapidly improving local housing authorities in the USA. Levels of housing satisfaction remained high and levels of neighbourhood satisfaction rose significantly during the period. Nevertheless, the findings highlight continuing problem areas including a high level of dissatisfaction with CMHA's repair service.