Customer Survey Summary July 2008

During July 2008 we asked all our residents and their family or close visitors to kindly complete a questionnaire anonymously, critically and honestly commenting on what we did well or where we could improve. We also asked our customers to rate our performance ranging from, "Not at all satisfied" through to "Very satisfied", against 37 criteria.

In total our customers gave us 518 responses plus some general and specific comments. The very best score would have been a score of 5 relating to “very satisfied” for all 518 responses, which would have been a 100% score.

100% of people who responded to the survey said that they would recommend Grosvenor House to other people.

One of the 37 criteria asked - "Overall how satisfied are you with Grosvenor House"? Everybody who replied were “Very satisfied” or “Satisfied” the average score was 4.5 out of 5, which shows a high level of confidence in the accuracy of the survey, as well as the quality of the home.

Every one of the 37 criteria had the most common rating of “Very satisfied” or “Satisfied”. In fact more than twice as many people said they were “Very satisfied” as were “Satisfied” across all the criteria.

Adding all 518 scores together and averaging them, we achieved a score of over 4.5 out of 5. Across all 518 response ratings, 489 responses rated our performance as “Very satisfied” or “Satisfied”, 21 out of the 37 criteria achieved an average rating of 90% or over.

Whilst the ratings were very encouraging, we will be working hard on the lower scoring criteria between now and the next survey to improve where we can, as part of our policy of continuous improvement.

Every comment received, that required an action, has been actioned to the best of our ability.

Below is a selection of the comments received in the final section of the survey: