Customer Profiling
Acuity offers a customer profiling and insight service
Collecting, analysing and grouping information about residents (both current and future) to direct service adjustments and refinements.
Our data capture service quickly and effectively enhances resident profile data, delivering a detailed picture of customer characteristics, such as demographics, attitudes, support needs and communication preferences.
A comprehensive resident database is a highly valuable asset in better understanding customers and offering services and communications tailored to their requirements – ultimately leading to improved satisfaction.
We provide insightful analysis of upgraded data to reveal additional intelligence about residents’ needs and behaviours. Residents can be segmented into meaningful groups to assist in shaping local services and directing resources where they are most crucial.
Our Experience
Tailored customer profiling services
We have carried out a variety of customer profiling projects to meet the unique requirements of different clients – from short surveys asking if residents would like to take part in new engagement opportunities, to complete overhauls of existing resident databases.
Each data capture survey is bespoke, with questions carefully selected based on current profiling information and what will be of the utmost value to clients. We are experienced in collecting basic necessary data, such as contact details and household composition, as well as more nuanced intelligence, such as support needs and engagement levels.
Our Approach
Our focus is on providing improved resident data that offers constructive insight into the nature and needs of customers and empowers housing providers to increase satisfaction.
We obtain diversity, background and essential information through trained telephone interviewers and specialised postal and online questionnaires, with method(s) carefully selected to generate the most comprehensive and cost-effective results. Additional valuable data, such as email addresses, opinions and preferences, can be gathered at the same time, in line with an organisation’s priorities and aspirations.
Once surveys are complete, data files are swiftly produced in a format adapted to suit each client’s management system. Accompanying analysis of customer data and characteristics explores how updated intelligence can be translated into enhanced services and engagement channels.
For example, upgraded customer profiles allow for more effective decisions regarding communication with different groups. An engagement plan can be developed that is designed to meet the needs and preferences of key resident groups but also encourages hard-to-reach residents to get involved.
Methodology
Our methodology is approved by the MHCLG and NHF and recommended by Housemark for STAR.
Directors
Our directors have worked on national reviews of resident surveys and are regularly asked to speak at conferences and seminars.
Compliance
Acuity complies with the MRS Code of Conduct and its obligations under the Data Protection Act and holds ISO 20252 accreditation and Cyber Essentials Plus.
