The last thing anyone wants is an upset customer on moving day...
…but using In-house for our home demonstration training enables us to focus on the key areas that can make or break a customer’s experience of their new home. In-house have extensive knowledge in this area enabling us to tap into that knowledge and to work with them to deliver the Stewart Milne customer service.
Delivering above and beyond expectation
In-house help us to deliver to the customer’s expectation and beyond. It’s good to have their experience and knowledge of what causes concerns and how to alleviate them. They are able to pass on that knowledge to our sales and site teams through the training programmes.
Enabling us to see the wider trends
The surveys enable us to benchmark ourselves and to understand where our efforts are being rewarded. We can certainly be encouraged when we see improving trends, but also be in a position to take any necessary action on downward trends.
In-house’s feedback keeps us fleet of foot
We’re able to pinpoint the customer’s concerns through the survey process, identify where there might be a wider concern, and action the point straight away. We can act on customer feedback, be it positive or negative.
A research company that really understands the customer journey
In-house has a thorough knowledge of the industry, especially the customer journey. They’re able to give us the feedback from our customers to enable us to improve performance and deliver a customer service level to which we can be proud.
I would definitely recommend In-house
It comes back to their knowledge and understanding of the customer journey. We want to make sure that our customers are fully provided with everything they need on moving day, that they know how their house works etc. In-house enables us to do that, which is why I’d recommend them.
Simon Bennett, Formerly Sales & Marketing Director
Stewart Milne Homes North West England
There’s little value in stuffy classroom-based training where you’re lectured by someone who doesn’t understand the dynamics or the reality of the site and sales roles...
...but it is immediately obvious that Cary clearly understands all the different aspects and pressures and is able to relate very well to people at all levels, whether it be a Site Manager, Sales Manager, Sales Consultant or at Director level. Cary talked openly and honestly about all aspects of the handover, especially the importance of honesty and gave great advice on how to deal with all possible circumstances.
Everyone took something away from the course
Even those who thought they wouldn’t learn anything new found that by bringing everything they already knew together in the right frame of reference, and having a trainer who can really identify with the customers’ feelings, it made all the difference. That’s what the course was really all about.
We’ve had some wonderful comments from customers since the training
We’ve benefitted hugely from demonstration training in the past, and we see that coming back very strongly through the verbatim feedback from our customers, so we wanted to take things to the next level and make our handovers as consistent and as special as possible too. The training has helped our Sales Consultants feel more comfortable and confident in what they’re doing and you can almost see them walking an inch taller now, as they carry out the demonstrations and handovers. And we’ve had some wonderful comments from customers since the training. To hear them saying that not only is the quality of the product fantastic, but they’ve had a fantastic service too, and then going on to name individual members of staff is great.
Extremely impressed by the honesty, openness and professionalism of In-house
In-house’s training is hugely beneficial because it’s relevant, well delivered, and is clearly well researched and thought through. No matter who we deal with at In-house, whether it’s Malcolm or anyone else in the team there, we’ve always been extremely impressed with the honesty, openness, and professionalism, and that extends right the way through the training as well. It’s something that I find personally very very refreshing.
Mike Cowie, formerly Sales Director
Stewart Milne Homes North
We have delivered this training across all of our home divisions...
...it is fantastic to see our employees putting into practice all the tips received.
This makes their relationships with customers both internal and external much more productive. The follow up to the training with Malcolm’s toy elephants and email reminders keeps this fresh for everyone and our employees have advised me that they can’t wait for the refresh course.
Susan Hudson, Learning & Development Manager
Stewart Milne Group
The In-house customer satisfaction survey highlights where we might be going wrong and allows us to improve our offering to customers...
The survey gives us a lot of information about what our customers think of us
When each survey comes through I read it and then view the online reports so I can get a flavour and an overview of what is going on. The surveys are then sent to management within different departments to look into issues on the plots highlighted. We then discuss our findings with the site to see where things have gone wrong, and where we can improve in the future.
We were able to have an input into what actually went into the survey
When In-house were developing their new survey they came to us and asked for feedback, which I think was really good and shows how much they value their clients. We were able to have our own input in order to get everything we wanted and it’s good to know we’ve helped to form the basis of their survey.
The online reports are really flexible when it comes to viewing results
When I want to view results I can go into their online reporting system and view them at any time of day. I can dip in and out, and look at things from different angles, which is excellent. For instance, I can look and compare different sites to see how they’ve been getting on over different periods, whether it’s 6 months or a year, and see their trends. This allows us to pick off different pieces of information depending on what we want to focus on.
I would definitely recommend In-house’s customer satisfaction survey…
…Because it’s there to help improve business performance and service to customers. We are a 5* builder and that means a lot to us, but in order to keep that we need to make sure we are looking at what we’re offering customers. Working with In-house gives us everything we need, in that the quality of our service is maintained and improved.
Maureen Aston, Head of Customer Service
Stewart Milne Homes Central Scotland
In-house really helped us to understand how our customers used their homes and how we could improve the design to delight customers further...
We wanted the results to help us refine the future designs of our homes
The feedback In-house provided has been vital in our approach to refining our designs and ensuring they would meet future customers’ aspirations.
We definitely got everything we needed
We wanted to benchmark our homes so that we had a strong platform from which to develop designs. We definitely got what we were looking for from the project. In fact we’ve just signed off on improvements to plans, layouts and specifications. The research In-house undertook helped us enormously to achieve this.
In-house delves deeper to find out what people really think
If a customer says something is just OK, In-house will probe further to get to the real opinions and feelings of customers. In-house really care about the work they do and it’s not just a job. It makes them so different to other research companies.
I would definitely recommend In-house for product research…
…because I know how great they are. I wouldn’t think twice about putting a research project in their hands. Up until a few years ago I thought they only offered their customer satisfaction survey, but after speaking to Malcolm and realising the breadth of their offering, we've worked with them on several other research projects. To top it all, they really know what being customer centric is. Nothing is ever an issue, they're just like part of our company.
Carolanne Dieleman, Group Sales & Marketing Director
Stewart Milne Group
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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