We wanted to know what our customers felt about us and the Elan product, but we were concerned regards the costs for a full telephone customer satisfaction survey…
..but we found Malcolm and the In-house team’s approach supportive and accommodating. Malcolm took the time to visit us, to listen to our needs and he came up with ideas and various options for us to consider and try out that took our cost concerns at that time into consideration. We now benefit from a solution which incorporates a telephone survey with a new web-based internet results service which fulfils our business requirements.
The quality of the results allow us to nip potential problems in the bud
The challenge for any organisation in the house building business is to maintain a good reputation for customer service and quality. A company’s reputation can be very quickly damaged via modern social networking sites, therefore if we have a quality or customer experience problem we want to know about it first. The quality of the information we are able to download from our web based results service give us the ability to address potential problems, that are reported in the survey, in a timely manner.
Results are used to focus everybody on customer care
We want full accountability and ownership for customer care across our team from land to build and through to sales. With the prompt turnaround of results we can circulate them to everybody in the organisation. This drives the message home, focuses everybody on customer care and in turn leads to improvement.
I would recommend In-house without hesitation
I enjoy working with the In-house team and I would recommend them without hesitation because of their ability to listen and to work closely alongside you to tailor solutions to meet your needs. I know if I need any help or advice their speed of response to any queries is excellent.
Anne Marie Sheehy, Group Customer Care Manager
Elan Homes Ltd
"Tailored solutions to meet your needs"
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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