Q1
How would you rate your overall experience with customer service?
Why We Ask
Overall satisfaction measure.
Deeper Rationale
Captures satisfaction with support experience.
About This Survey
TRUA customer service supports both landlords and tenants navigating rental and utility assistance.
Psychometrically Sound Design
This survey follows best practices for clarity, bias reduction, consistency, and anonymity. All questions use consistent rating scales, avoid leading language, specify timeframes where appropriate, and include "Not Applicable" options to ensure accurate feedback.
Star Rating Questions
Thinking about your experience
Q2
How well did customer service meet your most important needs?
Why We Ask
Assesses service relevance.
Deeper Rationale
Landlords and tenants have different needs.
Q3
How easy was it to get the help you needed?
Why We Ask
Identifies access barriers.
Deeper Rationale
Surfaces barriers like wait times.
Q4
How respectful were staff while providing customer service?
Why We Ask
Measures staff interactions.
Deeper Rationale
Respectful service de-escalates situations.
Q5
How clearly was information explained to you?
Why We Ask
Evaluates communication clarity.
Deeper Rationale
Clear explanation reduces callbacks.
Q6
How fair do you feel the process was?
Why We Ask
Captures perceived fairness.
Deeper Rationale
Fairness matters when serving both parties.
Free Text Questions
Open-ended questions capture qualitative insights that ratings cannot reveal. These questions help identify specific strengths and actionable improvements.
FT1
What was the most helpful part of this service for you?
Why We Ask
Identifies key strengths that should be maintained.
Deeper Rationale
This strength-based question helps services understand what's working well from the participant's perspective.
FT2
What is one thing we could change to make this service better?
Why We Ask
Captures constructive suggestions for improvement.
Deeper Rationale
By asking for 'one thing,' we reduce cognitive burden while still gathering actionable feedback.
Demographic Questions
Demographic questions remain minimal and relevant to protect anonymity while enabling equity analysis. All demographic questions are optional.
D1
What is your age group? (Under 18, 18-24, 25-44, 45-64, 65+)
Why We Ask
Allows analysis by age group.
Deeper Rationale
Age correlates with different needs and experiences. Enables equity analysis.
D2
What is your gender? (Male, Female, Non-binary, Prefer not to say)
Why We Ask
Supports equity and inclusivity monitoring.
Deeper Rationale
Gender can affect service experiences. Inclusive options signal welcome to all.
D3
What is your race/ethnicity? (Select all that apply)
Why We Ask
Helps assess equitable service reach.
Deeper Rationale
Racial equity requires measurement. Enables identification of disparities.