Simon Williams

Research Fellow (LION group), Management Division

+44(0)113 343 0285
Staff, Postgraduate Researchers, Research Centres, Adaptation, Information Management, Technology (AIMTech), Divisions, Management
1.39 Charles Thackrah

My research interests focus upon service performance improvement, in particular, customer satisfaction, service quality, performance management and organisational learning. I also have a wider interest in service performance improvements through digital transformation and innovation.

Current: p/t PhD examining the influence of customer satisfaction on service quality and performance in  English housing associations, Leeds University Business School. Expected Finish: October 2017.

MA Business, Leeds Beckett University.

Postgraduate Diploma in Management Studies (DMS), Leeds Beckett University.


Simon joined AIMTech in 2016 as a Research Fellow working on the Information, Technology and Policing research project. This is delivering 2 national reports, 10 case studies, and 2 Delphi studies exploring the influence on policing of key ICT development areas, trends and challenges over the next decade. The project Advisory Board consists of the Home Office, Cabinet Office, Police ICT Company, College of Policing, and others.

He gained substantial experience researching in the social housing sector developing customer satisfaction measurement techniques to influence organisational performance improvement – an area which sparked his academic research interests for his PhD. Simon has also gained over 15 years’ experience volunteering on various boards, including Chair of the Chartered Institute of Housing Yorkshire & Humberside Regional Board (2014-2016), Chair of Mediation Leeds (2005-2010) and being a Board member of Voluntary Action Leeds. He also founded the Northern Research Forum for social housing researchers which continues to meet quarterly, and established the ‘Social Housing Research, Insight, and Service Improvement’ Linked In group to bring social housing researchers working across the UK together.

Professional Memberships

Member of EurOMA (European Operational Management Association)

Fellow of the Chartered Institute of Housing (FCIH)

Member of the Market Research Society (MMRS)

Member of the Housing Studies Association

Associate member of LARIA (Local Area Research + Intelligence Association)



Conference presentation, EurOMA 2016, Trondheim, Norway: “Customer satisfaction as a performance measurement and management tool in English social housing” (

Conference presentation, Housing Studies Association Annual Conference 2016, York: “Perceptions of service performance in UK social housing – challenges and opportunities”


Up and coming journal publications:

  •  Customer satisfaction as a performance measurement and management tool in English social housing
  •  Benchmarking performance in the English social housing sector: Perceiving differences through the eyes of the customer
  • Exploring service performance improvements through app-based technology in English social housing
  • How does predictive analytics technology support transformational change and service performance in the UK public sector?
  • The Impact of technology in contemporary performance management in UK policing
  • Exploring operations innovation through predictive analytics in UK policing


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