It was a step into the unknown as we had relied on our own store and web data before…

 

We are a small London based independent self-storage company. Operating in a very competitive market.  One of our key differentiators is our high level of customer service so when benchmarking our own information it has to be accurate.

 

In-house took the time to help us understand what they could offer us

The guys at In-house were friendly, very understanding and really took the time to come down to my level of understanding, which was basically nil. They really put my mind at rest. I knew that the research would be conducted in a professional manner and that we would be able to rely on the results.

 

The In-house team are very client centric, they kept me in the loop, regardless of where I was

Whenever I got in touch with them they got straight back to me. Even though I was busy, I felt that the team was continuing to progress the project in my absence, and I was continually kept in the loop.

 

In-house has helped us understand our customers more

Customers don’t always say what they really think when they are face to face with your staff but when you have an independent third party doing this kind of research, the open nature of the feedback achieved adds significant weight.

 

Working with In-house has really helped us to understand our customers’ perceptions of our service levels.  It’s reinforced some of the perceptions we already had about ourselves and raised some useful questions on how effective we are at communicating with our clients.

 

The research has enabled us to achieve some very quick wins on the customer service front

The biggest win for us was the need to improve the way we communicate with our customers. There is a subtle difference between doing something wrong, which may require significant organisational change and doing something right which is then poorly communicated to clients.  Understanding the difference enabled us to achieve some very quick wins on the customer service front in exchange for very little disruption to the business and at no additional cost.

 

I would absolutely recommend In-house

Working with In-house and their expertise in the housing sector adds weight to their skillset for us because people using self-storage are often going through a similar process of change and turmoil in their lives.  Having a research team on board who understands the subtleties of approaching people at such a sensitive time is important. And monitoring the results and trends over time will hopefully motivate all of us to keep delivering great customer service.

 

 

Frederic de Ryckman de Betz, Managing Director,

Attic Self Storage