Customer insight and satisfaction
Identifying, anticipating and satisfying customer requirements...
Customer insight means our decisions can be based on what the customer actually wants. What this means for Magna is that we can provide a better service, tailored to suit our residents and to satisfy them. We collect information from residents and build a profile of them and the community in our area to allow us to meet their needs and satisfy them.
Our community
MWS residents don't quite represent the population of West Somerset as a whole. A higher majority of MWS residents are female, the age profile is higher and there is a slightly higher proportion of residents from a BME background. The biggest difference between MWS residents and the West Somerset population is the high proportion of MWS residents who consider themselves to have a disability. MWS residents are largely Christian, matching the population of West Somerset.
West Somerset and the county as a whole, has higher than average house prices and this, coupled with lower than average salaries, means it's an unaffordable area for housing. It would appear there's a large divide between the profiles of people living in the region, with a much higher than average number of homes owned outright than nationally, but over 1 in 10 homes are without central heating, and there is prevalent deprivation relating to housing and services.
MWS residents are...
Across all age groups, but with 37% over 65 years old;
With a higher proportion (62%) of females;
The majority (71%) are Christian;
Over half (54%) have a person in their household with a long-standing illness or disability;
76% identified themselves as heterosexual;
The majority (96%) are White British;
Most are retired (40%) or employed (27% of lead tenants but 32% of tenants' partners). Only 3% are unemployed;
66% are in receipt of housing benefit;
Just over half (52%) have a weekly net income (after tax and NI) of £100-199. 33% have a weekly net income of more than £200, and 15% have a very low income of less than £100 per week;
The mean household size is 2 people.
Residents across West Somerset are...
Across all age groups, with 27% over 65 years old;
There is a more even split of females (53%) and males (47%);
The majority (76%) are Christian;
22% have a long term limiting illness, higher than the national average of 18%;
Most are employed (61%) or retired (39%). 1.3% of Somerset residents of working age are unemployed, lower than a national figure of 2.4% (as at March 2007);
The average annual salary is £26,954, higher than the Somerset average of £25,651 but 12% lower than the national average of £29,331;
The average household size is 2;
The average sale price (as at December 2007) was £208,863;
West Somerset has a very high house price to income ratio at 6.8%. Ratios of above 3.5 are classed as unaffordable;
45% of homes in West Somerset are owned outright, compared with a national average of 29%;
14% of homes in the region are provided by registered providers, such as housing associations and local authorities, and 15% are privately rented;
12% of all households do not have central heating;
Somerset's economy is dominated by the small business sector, with 84% of businesses in the county employing ten or less staff With many market towns dependent on one or two key employers in the current climate, the county is vulnerable. |