Asking customers the right questions isn’t always easy...
...but In-house Research has an understanding of our customers and the business we’re in. They get the bigger picture and are very good at bringing things back to the overall principle.
I wanted to test the market to see if there was an appetite in what we were proposing. Whilst I had detailed knowledge of what I thought was required, it was a challenge to put it into ‘laymen’s speak’. Cary understood very quickly what I was after. There was informed dialogue between us. She understood the dynamic s of what we were trying to do and came up with a set of succinct questions. That was important to me, as otherwise people might have lost patience and the research wouldn’t necessarily have given us the answers.
Flexible and understanding
In-house was incredibly flexible when it came to timescales. They understand the internal pressures of the business, so had no problem in extending the project. We ended up going into year end, but they were able to cope with it, even when they had to deal separately with a big volume of data from us.
Would I recommend In-house? Yes, I would
In-house came recommended by the Group, so that’s something; and I would second that. It’s not just that they deliver, which they obviously do. It’s because they understand the business, so that speeds up the process. When you’re trying to explain things, they understand. That’s why I’d recommend them.
Stuart Willis, Director of Property Services
I really like the verbatim comments on the In-house survey because they give so much more than a standard tick box survey…
A comprehensive system for getting feedback on what our customers think
I first came across In-house via our sister company Linden Homes, and from my perspective the survey gives us answers for how we can improve what we’re doing. I’m able to see all of the results as Managing Director, so I can then use it to filter down feedback from our customers. We can pick up on any potential challenges with customers and also give praise to staff for the things they do well.
The speed of response allows us to deal with customers promptly
The In-house survey is done 6 weeks after completion, in comparison to 140 days on the NHBC survey. This allows us to see how we’re performing on certain developments pretty quickly and what we need to do to improve both positive and negative aspects. Furthermore, we’re able to adjust or maintain what we’re doing to keep up or progress our level of performance.
Malcolm is my key contact and he has so much experience in what he’s doing
It’s the most positive part about working with In-house. Malcolm understands the housing industry so well, which allows us to get advice from him on different levels of performance to improve the way we’re doing things.
I would definitely recommend In-house’s customer satisfaction survey…
…Because of all the reasons I’ve mentioned above. It gives us what we need from our customers in a short space of time.
Stuart Gibbons, Managing Director
Galliford Try Partnerships UK
"They understand the business!"
"Malcolm is my key contact"
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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