Undertaking a survey allows you find out what your customers really think about your organisation and enables you to use the data to meet service expectations and requirements. From postal surveys to telephone, SMS and online surveys, valuable insight into your customers’ feelings and expectations can be gauged.
Kwest offers 30 years of experience in designing and implementing specialist surveys for social housing landlords. Our Project Managers can guide you through every aspect of your project and support you each step of the way. Whether your organisation wishes to undertake a STAR survey, monitor services or conduct bespoke research into specific areas of interest, we can help.
We are expert in all key data collection techniques and offer a number of multi-mode options that combine different methods to increase accessibility for participants and maximise response. If you are considering a survey soon, please feel free to call us on 0161 448 1388 to discuss your requirements.
Wishing all our staff and clients a very happy New Year!
We look forward to working with you all during 2019.
Kwest has been developing interviewing and analysis tools that will enable social housing organisations to be benchmarked on hundreds of relevant measures, going beyond anything previously attempted in the housing sector.
Our benchmarking will cover many of the services delivered by social landlords and separate questionnaires include those to monitor Repairs, Planned Maintenance, Contact Centres, ASB, Repairs and Complaints.
One of the key ways that the quality of our reports and analysis remain of the highest standard is to ensure that the potential of the data we produce can be maximised. We understand that quality is not only about how information looks, but also can be measured by how relevant it is to our clients, how data utility can be increased and how responsive we are to accommodating individual requirements.
Kwest’s innovative survey analysis and reporting software (the Online Analyst) provides continuous access to the latest results and data, including interactive, dynamic reports, which automatically update as new replies are added. In addition, the Online Analyst incorporates functionality that enables our clients to create their own reports and bespoke graphs and to amend the style, format and colour of charts to meet specific requirements.
Over the years, we have worked with organisations to produce a range of data outputs, including everything from excel files and graphical reports to ‘email alerts’, which identify service failure and are sent to nominated client staff for a more proactive response to problems.
The flexible and responsive service from Kwest’s in-house software development team also enables clients to specify where further bespoke changes to our reporting tool and outputs could be of benefit, helping to ensure that the outputs we offer remain relevant, accessible and of the highest quality by being tailored to an organisation’s individual needs.
The vast majority of housing organisations undertake some kind of resident research on a very regular basis, from periodic STAR surveys to ongoing monitoring of service based transactions, such as repairs, estate services or contact centres. The importance of understanding what customers think and what their priorities are is widely understood and well documented across the sector, but when the research programmes of most social housing landlords are examined, a much smaller number attach as much importance to surveying their staff with equal frequency. Look closer still and even fewer ask their stakeholders and other professional partners for their perceptions of the organisation in a measurable and systematic way.
So what are the benefits of a more holistic approach to surveying?
Understanding the views of customers versus employees can really help to highlight any gaps between service delivery and actual satisfaction. There can be a very big difference in opinion between what staff feel about the quality of service and what customers think. It is an ideal way to identify where additional resources or training may be required and to bridge any gaps.
When you are working within the environment of an organisation, it can be difficult to view the organisation with objectivity. How is the organisation really perceived? What are the strengths and weaknesses? What image does it successfully project? Is it perceived as providing Value For Money? Do external partners enjoy the experience of working with your employees, or is reality different?
Ratings from regulatory bodies and benchmarking can provide some context to these types of question, but what about other stakeholders and partners? Research into the views of partners such as contractors, lawyers, accountants, agency partners and others can be very revealing. Kwest can tailor research programmes to incorporate the views of all your customers – inside and outside of your organisation – providing a 360° view of performance.
Call today for an informal chat with one of our Project Managers, or email us at firstname.lastname@example.org.
Kwest would like to wish everyone a very happy festive break and New Year!
Our offices are closed for the holiday period after 22 December and will reopen on 2 January 2018. We'll see you then!
Kwest’s updated Online Analyst has recently gone live with a host of enhanced features, including new dashboards and multi-mode survey capability, as well as increased flexibility in data presentation. Watch this space for further news…
The approach of autumn sees the start of a number of exciting new projects at Kwest, together with our latest software and systems updates. We look forward to welcoming clients, new and old, and to working with them over the coming months.
The summer months are some of the busiest in the housing sector for planning and undertaking resident surveys. Social housing landlords are now choosing to make use of an increasing range of options to consult their customers, including telephone, postal, online and SMS surveys. If your organisation is considering undertaking a survey in the near future, or if you just want to chat about the best way to undertake a project, please don’t hesitate to contact one of Kwest’s Senior Project Managers on 0161 448 1388.
Kwest is looking foward to the Manchester Housing Conference 2017. This is the sixth year that Manchester has hosted the conference - a great event for the city, attracting some 8,000 housing professionals, 200 speakers and a huge range of exhibitors.