Leeds Federated

Leeds Federated Housing Association, Quarterly Customer Satisfaction Surveys, Qualitative Research, and roll out of an organisation-wide Customer Journey Mapping programme

Service Insights Ltd has worked with Leeds Federated for several years providing a bespoke version of the STAR customer satisfaction surveys. Using MRS accredited quarterly telephone interviews with customers, this has provided performance measurement of customer satisfaction whilst providing the insight needed to identify and understand service priorities. In addition we’ve delivered several bespoke qualitative projects to compliment understanding gained through the main quantitative surveys.

Customer Satisfaction Surveys - Stephen Blundell, Operations Director said, “Service Insights Ltd have proved to be extremely knowledgeable and professional throughout, and enabled us to obtain a really good understanding of how our service is performing and where we can improve. I’d have no hesitation in recommending them to others

Customer Journey Mapping - Joanne Gardner, Customer Involvement Manager said, “Service Insights Ltd delivered our Customer Journey Mapping exercise with a real-life project and staff training on how to conduct further reviews in-house. All work was of a high standard and the toolkits provided were very comprehensive and easy to use


Delivering Research Methods training for Network Homes’ Research Team

Service Insights Ltd delivered bespoke Research Methods training for the Research & Policy team at Network Homes. The full day training was tailored to their needs, encompassing broad philosophical aspects and how these influence research design, along with practical methods and tools to enhance research knowledge and application.

Reuben Young, Research & Policy Manager, said, “The training was fantastically useful for the Research & Policy team at Network. It gave us a solid theoretical grounding in the research cycle and the choices and trade-offs between different styles of research. Since the training we’ve frequently referred to the terms we explored when scoping new projects. It was also a great introduction to our field of work for four Charityworks graduates, currently working in various parts of the business, whom we invited along”

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Delivering a review of policies and procedures for Leeds Jewish Housing Association

Service Insights Ltd worked with Leeds Jewish Housing Association to deliver a review of their policies and procedures. Existing policies were updated, and new policies and procedures developed to cover the full suite of service provision.

Craig Simons, Operations Director, said, “Their work was undertaken in a professional manner, and their consistent approach proved to be robust when independently challenged. Their system for managing future changes has also helped us improve the structure of our policy framework.  The approach from Simon and his team were always professional, thorough and timely, and would highly recommend them