Armed Forces: Housing
(asked on 15th May 2023) - View Source
Question to the Ministry of Defence:
To ask the Secretary of State for Defence, with reference to the Cabinet Office's key performance indicators data for October to December 2022, if he will explain what the key performance indicators (a) Customer Satisfaction and (b) Right First Time refer to in respect of the service family accommodation contract awarded to Pinnacle.
The table below details the key performance measures and what they refer to for Customer Satisfaction in respect of the Service Family Accommodation contracts awarded to Pinnacle:
Performance Measure Category | Performance Measure | Purpose |
|
| |
Performance Measure Category 5 Customer Satisfaction | Allocation satisfaction | To determine the overall level of customer satisfaction with the service received. | |||
Move-in satisfaction | To determine the overall level of customer satisfaction with the service received. | ||||
Post Move-in satisfaction | To determine the overall level of customer satisfaction with the service received. | ||||
Move-out satisfaction | To determine the overall level of customer satisfaction with the service received. | ||||
Additional Needs and Disability Adaptations (ANDA) satisfaction | To determine the overall level of customer satisfaction with the service received. | ||||
Pinnacle does not have a ‘Right First Time’ measure.