“We give people the opportunity to have their say to improve services.”
MUZ, RESEARCHER, LEEDS HUB
Services
We collect data from your customers over the phone to help you improve your services.
We carry out B2B (Business to Business) and B2C (Business to Consumer) quantitative and qualitative questionnaires and surveys over the telephone and specialise in the housing sector.
We achieve typical response rates of over 60% (compared to the 10-25% clients tell us when they do it in-house, online or by post). We collect a set number of surveys per month, or a percentage amount as required.
We can help with questionnaire design, telephone data collection, and responsive reports for any type of survey or questionnaire including…
Services
Transactional surveys
Perception surveys
Customer insight
Local employment model
Digital inclusion surveys
Stakeholder engagement
Community engagement/consultation
Social value prior needs analysis
ISO9001/BS/EN
Member/Membership surveys
Service user surveys
Data reporting, analysis & visualisation
Tenant Satisfaction Measures (TSMs)
How we can help…
#1. Support with planning your project
We can design or recommend the most effective research methodology and advise on sample size, appropriate questions (both quantitative and qualitative) and design a friendly, workable script.
“When we started the Decent Homes programme, about 7 out of 10 customers were satisfied. We’ve now managed to increase that to over 9 out of 10. A big part of this has been working with Viewpoint to tailor the questions and focus on issues that really matter to our customers.”
Peter, Sheffield Council Housing Planning and Performance
#2. REALLY LISTENING. The art of data collection
All our researchers have over four years’ experience, a minimum of an NVQ Level 2/3 in Customer Service, and are highly skilled in objection handling and rapport building.
We have team targets, and give time guidelines for each survey, but our researchers take as much time on each call as they feel that individual customer needs.
100% of calls are recorded for quality purposes and improve the standards of all our researchers, and researchers supervised on a 1:4 ratio.
“They have great customer service skills, and now it’s apparent why in the people they recruit. A large number of our tenants are elderly and also have disabilities - the fact Viewpoint have staff with those needs, probably makes them more sympathetic to our tenants.”
Nicola, Policy & Performance Officer, Newark and Sherwood Homes Ltd
All our research is conducted according to the professional standards of the Market Research Society Code of Conduct 2019, and meets GDPR regulations.
The diversity of the researchers we employ means that our team is as diverse as your customers. Many of our clients believe this explains why they receive no complaints from customers about our researchers calling them.
And because many of us have previously experienced barriers to work, to us, our work is more than just a job. A loyalty that is reflected in every call we make.
#3. Responsive reports
We can provide raw data in a way that’s most helpful to you for your specific project - on a daily, weekly or monthly basis, in any format. We will contact you immediately where urgent action is required (eg if one of our researchers has concerns about a tenant’s mental health for example).
“The reports are always on time. If I ask for anything in particular they are really helpful. They are quick at coming back and really responsive.”
Tracy, Customer care coordinator at Engie
We can supply reports in whatever format is most helpful to you including:
tables, charts and trend analysis
critical analysis of results
supportive recommendations
production of case studies.
For more information, please download our ‘In our own words’ PDF here.
Can we help you? Give Alistair a call 0114 273 9208 or drop us an email.