A frequently asked question when we’re scoping a project is: when is the best time to send out a survey? You might think that the summer is optimal because the sun makes people happier, and there is evidence to support that. But being in a good mood may not mean you rate a product or …..Read the full article »

The Danes – regularly named as the happiest people in the world – talk about hygge. Roughly translated, hygge means feeling safe, warm and sheltered in a storm, usually with friends or family. The concept of hygge has spread worldwide in the past few years. Since the Grenfell fire two years ago, landlords have started …..Read the full article »

In the commercial sector, good customer experience (CX) is critical to success. In fact, Gartner research from 2018 found that over 80% of commercial organisations expect to compete mainly based on customer experience in 2019. Nearly three-quarters of organisations in their multi-country survey now have a dedicated CX team, of which more than a quarter …..Read the full article »

Finding out what your residents think is now a way of life in the social housing sector. But some smaller providers have concerns around cost, confidentiality and benefit. We’ve recently been working with some of the smallest landlords in the industry, with under 100 homes – and we’ve all been blown away by the results. …..Read the full article »

Customer satisfaction surveys are important, but you don’t have to do the same old thing every time. I’ve been working with landlords who are supplementing the core questions with some really interesting enquiries – and the results are even more interesting. For instance, what about your residents’ aspirations? In the past everyone has probably asked …..Read the full article »

There are many ways to monitor what your customers think about your services, and focus groups can be a really important part of the mix, giving you an unrivalled source of detail and helping to inform your questioning. There’s a place for focus groups in every organisation’s strategic plan for monitoring customer satisfaction. How can …..Read the full article »

One of the best bits of my job is getting out to visit housing associations (especially when it’s sunny and the traffic is flowing). It’s always great to meet people doing their best for residents, get a better idea of how each association works, and to talk about the pros and cons of different approaches …..Read the full article »