ECHO Surveys
Empowering Change through Honest Opinions (ECHO) is clear, independent insight into how colleagues' views align with tenant experiences.
By comparing colleague sentiment with tenant satisfaction, ECHO reveals where staff perceptions diverge from tenant reality – uncovering blind spots, potential service risks, and opportunities to improve the tenant experience.
ECHO is designed for leaders who want independent clarity on how their colleagues feel about the services they deliver and how aligned that is with real tenant experiences. Whether you’re shaping strategy, preparing for inspection, improving tenant experience or aligning teams around shared priorities, ECHO gives you the insight to act with confidence.
What is ECHO?
A sector-specific perception gap analysis that reveals:
- Where colleague perceptions differ from tenant experience
- Which service areas carry risk and require improvement
- Where investment will have the biggest impact
- What recommendations will strengthen tenant experiences and organisational alignment
Insights are captured via an online survey using a shared TSM question set. Results and findings provide leaders with clarity on what is really happening, confidence in where to act, and stronger outcomes for tenants and colleagues.
Methodology
Our team of data experts validates colleague datasets before sending survey links via email for online completion. Question sets are carefully constructed to align with the TSMs, ensuring results are compliant, comparable and provide effective insight.
Fieldwork & Dashboards
Clients receive weekly response updates and active monitoring, alongside real-time data access through innovative dashboards. This ensures progress can be tracked easily throughout the fieldwork and supports timely decisions where additional engagement may be needed.
Analysis & Insight
Perception gaps, key themes, risks and opportunities are identified in an early findings presentation before the final report is developed. Tailored, actionable insight is provided that supports priorities, highlights improvement areas and informs next steps.
Why Echo Matters
Alignment that strengthens performance and reduces friction
ECHO provides a shared evidence base that brings teams together, reduces tension and builds collective ownership of improvement. It shows where misunderstandings sit between teams and where strengths are being overlooked.
As one client said, “We had a worse opinion of ourselves than tenants have… It’s been an essential conversation starter.”
Assurance that stands up to scrutiny
ECHO delivers insights and recommendations in the context of your regulatory environment.
Demonstrating a commitment to improvement and clear evidence of data-driven action.
Clarity that cuts through assumptions
ECHO shows what’s actually happening in your organisation, not just what people believe is happening.
It reveals the real picture of service delivery and shares insights into where perceptions diverge, giving leaders the confidence to act decisively.
As one client put it, “ECHO validated gut feelings and gave leaders permission to challenge internal narratives.”
Focus on what truly shifts tenant outcomes
ECHO pinpoints the gaps that genuinely influence satisfaction and complaints.
Our analysis highlights the areas where investment and effort will have the greatest impact.
Learn More About ECHO
We are excited to launch our brand-new ECHO survey. Designed to provide a clear, independent view of how colleague understanding aligns with tenant experiences.
By comparing colleague sentiment with tenant satisfaction, ECHO reveals where staff perceptions diverge from tenant reality – uncovering blind spots, service risks, and opportunities to improve the tenant experience.
Want to find out more? Register your interest below, and we’ll get in touch.
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