Service Family Accommodation (UK) – Customer Experience Survey

Opinions Research Services (ORS) have been commissioned to conduct monthly surveys on behalf of DIO. The telephone surveys, which are answered by Service Personnel and their families, give DIO a better understanding of the views and experiences of people living in UK Service Family Accomodation (SFA). This survey differs from other customer satisfaction surveys in that it is not completed as a reaction to a specific event, but is an ongoing, proactive effort to gather valuable feedback. While participation is voluntary, families are strongly encouraged to respond as the views captured are used to inform improvements.

Changes from 1 July 2025

The survey question set is being updated to better align with the nationally recognised Tenant Satisfaction Measures; these changes will make it easier to directly compare the level of service provided in SFA against sector-wide housing standards. While new themes have been incorporated, many questions remain unchanged, and the survey still includes questions that are specifically tailored to capturing the unique nature of Service life. The information provided will offer invaluable insights to DIO and help to shape decisions that seek to improve the customer experience.   

DIO is committed to using the insights gained from this survey to accelerate continuous improvement, and we look forward to sharing key findings and planned actions, directly informed by your feedback.

Frequently Asked Questions

I’ve been contacted by ORS to complete this survey. How did they get my details?

ORS have been commissioned to conduct this survey on behalf of DIO and they are therefore a contracted partner and not a third-party organisation. To complete the research, ORS is provided with the necessary contact details each month by DIO.

What does ORS do with my responses?

ORS provide anonymised results to DIO on a monthly basis. This means that although ORS have your details to contact you, the responses you provide are then separated from your personal details before being reported to DIO. ORS only keep personal information for the purposes of completing the survey and these personal details are deleted at the end of each monthly survey.

Who can complete the survey?

The survey can be completed by the Serving Person or their partner. The interviewer will confirm who they are speaking with at the beginning of the call.

I’ve completed the survey. Will I be asked to complete it again?

Thank you completing the survey. You may be contacted to respond again, but this should not be within 12 months of when you last completed the survey.

I want to complete the survey, when will I be contacted?

Respondents are chosen randomly each month, so it is not possible to say when you might be contacted to complete the survey.