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Continuous Monitoring

​Kwest has invested years of effort and spent nearly a quarter of a million pounds writing software and developing systems to deliver near instantaneous service quality monitoring. We undertake around 8,000 telephone interviews each month for organisations across the housing sector, monitoring satisfaction with a wide range of service areas including responsive repairs, caretaking services, contact centre service and anti-social behaviour services.

Our monitoring service offers regular and accurate feedback on service quality, resulting in a more reliable and complete picture of your organisation’s performance. We provide a very flexible service that allows you to choose how often service quality assessments are carried out - interviews with residents may be carried out on a daily, weekly, monthly or quarterly basis.


Many of our monitoring calls take place within a few days of work being undertaken, and to maximise the benefit of this, we have developed software that allows “Instant Feedback”. This includes automatic emails to alert you when we identify any work that is unsatisfactory or incomplete.

As for all our projects, access to the unique Kwest “Online Analyst”, our web-based analysis tool, is available. This enables you to analyse your own research data whenever and however you want.

The Online Analyst makes your survey findings available to any authorised member of staff, from any computer, 24 hours a day, 7 days a week. You can view, cross-tab and filter your survey findings directly, and produce hundreds of presentation quality graphs with minimal effort within just a few minutes, saving you time and money.

Our service enables you to go far beyond passively monitor service quality, providing you with the tools you need to intervene and change the service experience.

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STAR Surveys


For the second year running, Kwest has been named by HouseMark as one of the leading suppliers of STAR surveys. Prior to the launch of the STAR survey, Kwest was also a leading providing of STATUS surveys to housing associations, local authorities and ALMOs.

We have undertaken hundreds of standardised surveys so by choosing Kwest you benefit from more than 25 years of experience in conducting surveys so you can relax knowing that the research we carry out complies with current guidelines and will best suit your needs.

Our unique Online Analyst allows you to see and analyse your response rates and findings at any time and Kwest’s Online Questionnaire Designer tool allows us to create your STAR survey quickly, in virtually any style, colour or font.

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Bespoke Research


Standard question-sets sometimes just don’t go far enough. At Kwest we have years of experience in designing new question sets for hundreds of clients, which allow for detailed investigation into any issue of interest to the organisation.

Kwest frequently undertakes bespoke research for organisations across the country using a wide range of techniques. Whether you want to understand more about how welfare reform is affecting your residents, investigate digital inclusion, review the impact of your Annual Report or any other issue, Kwest has the experience to successfully implement research projects tailored to your specific requirements.

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Profiling


As a social landlord you’re responsible for a huge amount of information, potentially as many as 10,000 pieces of data per 100 households. So how do you keep your records up-to-date?

Kwest has worked with numerous social housing providers to deliver tailored profiling projects that make use of our bespoke software to ensure that your updated records are complete and reliable. Our profiling projects utilise adaptive online questionnaires that not only gather missing data but also verify your existing information.