4i Solutions customers are ninety percent likely to recommend us to others. How do we know this impressive fact? We asked them.

Commissioning stakeholder research is one of the best ways to gain insight into your customer’s perspective of your business. We picked a cross-section of customers, a mixture of housing providers and suppliers, at operational and strategic level and invited them to take part. The response was overwhelmingly positive; at this point we had no idea if their feedback was likely to be the same.

We understand the value of our clients’ time, so created a structured interview that was ideally carried out face to face but could be done over the phone. We sought to learn more about perceptions of our services, our people, our value, and our whole organisation. The statistics are important to give us a solid measure, therefore closed questions and opinions on a scale of one to ten were used. But we also asked some open questions, seeking to illicit anecdotal feedback, such as “How can 4i increase the value for money of its services to you?”.

In total our researcher carried out twelve interviews with clients from nine organisations. They were open and honest, and we thank them for that.

Once the interviews are complete, it’s a matter of collating and analysing the data, feeding it back to the organisation, and making an improvement plan. We also chose to feedback to those who had taken part, to close the all-important feedback loop.

The results have proved to be positive – which is a major plus, but we have also had insight into where we might improve. “Improve” is one of the “i-words” that gives us our name; this customer insight has invigorated our drive to deliver the best we can.

The process of a perceptions survey can be daunting, but we have gained a tremendous amount of learning, which will ultimately mean a better service for our customers.

See our results infographic

Interested in commissioning similar research for your organisation? We would be pleased to talk you through our experience and we can conduct a survey for your organisation tailored to your requirements.  Contact us.