We don’t need a research company to tell us where we’re good; we need someone to tell us what needs improving...
...and because of our long-standing relationship with In-house, Malcolm has the confidence to do that.
In-house has a good understanding of our business: what we’re trying to achieve, where we’re going. So when it came to commissioning some specific research into customer satisfaction, they were best placed to do that.
Leaving no stone unturned…
We wanted to identify specific things we could do to improve our survey results and our relationships with our customers. Malcolm needed to leave no stone unturned in his quest to find areas for improvement – in terms of our approach, our systems and procedures. What was so pleasing was how he responded to the brief so very thoroughly, researching across all three companies in quite some depth.
Research that actually means something
Malcolm was able to come forward with a meaningful report, which we were able to analyse. We subsequently produced an actions matrix, whereby we identified all actions we were going to take and could track through to implementation. We have made changes as a result and, although it’s too soon to say how successful we’ve been, we’re cautiously optimistic. Of course, our success will manifest in future survey results.
In-house has been the catalyst to improve our customer focus
Before we used In-house there was a lot of talk about customer focus, but ultimately you want to talk to customers and see that continually improving trend. Using In-house has been the catalyst to focus our quest to continually improve our customer focus.
I would certainly recommend In-house
In-house have been doing this for many years and are very experienced. It’s why we’ve used them and would do so again.
Greg Fry, Chairman
St George PLC
"In-house has been the catalyst to focus our quest to continually improve"
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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