Assessment Results - Customer Satisfaction Survey

HUD's Customer Service and Satisfaction Survey of PHA residents has completed another round of data collection using development-level sampling and scoring. Based on a sample, individual survey questionnaires were mailed to approximately 411,973 units in PHA properties with fiscal year ends between 12/31/2005 and 9/30/2006. Of these, 145,024 were returned and scored in the REAC Resident Assessment Sub-System (RASS) to compromise one of four components of the PHAS total score for PHAs. This resulted in 1,639 PHA survey scores issued.

The transition to development-level results allows PHAs to focus their limited resources by locating those properties where resident satisfaction is below PHA average. It also allows for comparison against PASS (physical inspection) data, since that is collected and reported at the development-level.

Year-end data collection and analysis is currently underway for the PHA properties with fiscal year ends between 12/31/2006 and 9/30/2007, and will be available in March 2008.