Helping emh group to improve customer experience

In-house Research is delighted to be partnering with emh group to carry out its Customer Satisfaction Survey with residents moving into new build homes, to determine levels of performance and identify areas for improvement.

Emh group is one of the largest providers of affordable homes and care and support services in the East Midlands, owning and managing around 22,000 homes in more than 40 local authority areas across the region.

It’s been very clear from our meetings with the emh team that they have a strong desire to understand their customers, not just to hear from them, but to actually listen to them and to use their feedback.

In-house Research specialises in collecting in-depth customer comments – we call it the Voice of the Customer. Our researchers are trained to probe for the reasons ‘why’ customers might feel a particular way giving in-depth insight into what works, and what doesn’t.

The approach has been tailored to suit both rented and shared ownership customers who will be surveyed by telephone in order to drive high levels of survey engagement and industry leading survey response rates. Shared owners and residents moving into new build properties will be contacted around 4 weeks after they move into their homes. As well as seeking some bespoke feedback, the telephone interviews will be based on In-house Research’s core set of questions enabling emh to benchmark their performance against 90+ other UK housebuilders and to be considered for Gold in In-house’s prestigious annual Customer Satisfaction Awards.

Individual call reports for surveys will be emailed to emh within 10 minutes of the call being completed and our online reporting system is updated every 24 hours and can be accessed 24/7 on any device connected to the internet.

Sarah Clark, Director of Sales and Marketing at emh group said:

“We’re excited to be working with In-house Research to understand more about the experiences of residents moving into our new build homes. We value the feedback of our residents, and aim to use this to improve customer experience going forward. We look forward to working with In-house to analyse and understand our residents’ experiences, and adapting our services to better suit their needs.”