I recommended In-house to Crest Nicholson but they still had to prove themselves to my colleagues who needed to be convinced about how their surveys were undertaken and reported...
...but after visiting In-house’s office and meeting the team there, everyone was blown away. The key thing is that they are so passionate about what they do; it isn’t just a job to them. It was good to see first-hand how a small but dedicated team can produce such good results.
The attention to detail really impressed us
The In-house team has a very open relationship. They’re not worried about telling you what they’re doing, or you seeing what they’re doing. We were able to sit in their office and listen to the way the telephone research team talks to our customers. It’s their attention to detail that stands out; they don’t just take a customer’s first response; they reflect back and make sure it directly responds to that particular question. It isn’t just about putting ticks in boxes; they want to give you useful information to help you improve what you’re doing. They really impressed us.
In-house really understand our customers
In-house really understand what it is our customers think about us and provide us with robust information that includes verbatim comments. This allows us to understand exactly what our customers are thinking, giving us the opportunity to make changes to what we do in the future.
Clear, easily understood results that we can track
The results are so clear and easily understood; our previous provider just over complicated a very very simple process. The results are easy to track as well; I can track back over four or five quarters to see where changes and improvements have been made. The customer satisfaction measurement is also a great motivator as it allows us to benchmark against the rest of the industry and when I present them to the various teams I can show them how we are doing better than some of the other well-known, well-established and well-respected companies in the industry.
In-house are so passionate about what they do
I recommended In-house to Crest Nicholson as I had worked with them in the past and I would always recommend them. It was good to have Malcolm, the owner of the company, there when we visited as he gave us his view on what they do as a company. Also Claire and the rest of the team are all so passionate about what they do. They take the time to talk you through the results and offer help and guidance; it’s not all about the fee, they truly want you to achieve improvements and I think it’s fabulous.
Kevin Lee, formerly Customer Care Manager
Our Customers’ experience is important to the Company and as our Handover and Demonstration scores showed there was room for improvement, so we decided to run refresher training for our employees…
…and as a result, the scores in this area have improved and this was in part to do with In-house and their training.
Extremely good training
I attended the course when it was piloted within our Regeneration Division and it was a very thorough and well run course. The feedback we’ve had is that everyone across the divisions, from the Chief Executive down, said the training was extremely good.
Engaging and well researched
Cary attends site and undertakes her research prior to the training so she is familiar with the product and how everything works. Her style of training is very engaging which encourages people at all levels to learn. And what helps is that the course is held on-site, in a practical and familiar environment.
Learning to see things from the customer’s perspective
We now understand the importance of seeing things from the customer’s perspective and we can talk to them in their language.
Jane Cookson, Group HR Executive
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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