This framework provides organisations with a structured and governance-ready approach to planning, managing, monitoring and evaluating online survey activity linked to customer engagement, resident consultations, service improvement, digital inclusion, co-design, scrutiny and wider customer influence programmes. Designed to support meaningful participation and evidence-based decision-making, the framework helps organisations measure survey performance, demographic representation, customer sentiment, engagement trends and measurable improvement outcomes. It includes survey platform performance trackers, demographic monitoring tools, accessibility and digital inclusion considerations, keyword and sentiment analysis frameworks, GDPR guidance, resident influence tracking, reporting dashboards and “You Said, We Did” accountability structures. Suitable for operational teams, customer influence professionals, governance functions and senior leaders alike, the framework ensures online survey activity is inclusive, transparent, measurable and aligned to modern UK social housing standards, digital engagement expectations and regulatory best practice.