We didn’t know what our customers thought about us or have a method of measuring customer satisfaction...
... but having worked with In-house previously I knew they could provide us with a direct link to our customers and provide us with feedback that we could use to make improvements.
Easy to read results that work on all levels
In-house’s Customer Satisfaction Measurement works fantastically for us because the monthly and quarterly reports we receive are very easy to read and they work well on all levels. I receive a lot of information from the reports and I’m extremely interested in all of it. Other people on the board aren’t necessarily interested in the fine detail, but they do want to know what the figures and scores are. Jo presents the quarterly results to us in a very user-friendly way that works for all departments and at all levels. There is a lot of content in the reports, but it’s easy for people to select the parts that interest them the most.
We use the feedback to adapt and introduce new procedures
We are constantly making new improvements based on our results. We look at the feedback from each question and discuss how we can adapt our procedures, or introduce new ones, to make improvements. Even if we’ve scored 100% in one area we don’t stop there, we’ll go through exactly the same process to try to make it even better.
Hugely motivational and morale boosting
We find the feedback from the Customer Satisfaction Measurement hugely motivational and I will use it as a motivational tool when I need to. It can be a very good morale boost.
Without In-house we wouldn’t have a direct link into what our customers think
I would recommend In-house Research and Training because they provide us with a really easy process. Once a month we provide them with contact details for the customers who have legally completed and they take that away and do the rest. Our customer feedback is so important because we use it to make improvements and without In-house I don’t know how we’d do it because we wouldn’t have a direct link into what our customers think about us.
Hayley Hannah, formerly Senior Customer Care Manager
"We use the feedback to adapt and introduce new procedures"
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For some of us, to plumb the depths of the human mind and to dissect what people are really thinking is incredibly rewarding. For others, like those who work in marketing or research, who are trying to work out what their customers think of them, it can be a thorn in their side.Read >
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In-house Research and Training Ltd, 24 Borough Fields, Royal Wootton Bassett, Wilts, SN4 7AX
Registered Office: Suite J, First Floor, Market House Business Centre, 2 Marlborough Road, Swindon, Wilts, SN3 1QY | Company No. 03537670. Tel: 01793 848455