Methods
Customised v Bespoke
In order to provide you with the most cost-effective solutions as possible we offer a number of ‘off-the-shelf’ research services which have the advantages of being fast-start and economical. However, we are also able to develop bespoke solutions to meet your own particular needs.
All our customer satisfaction research is designed to enable the results to be benchmarked through our proprietary benchmark index, RealService Premier Index. It can be conducted in a wide variety of languages including French, German, Polish, Portuguese, Spanish, Czech and Italian.
Qualitative v Quantitative
We can provide both quantitative and qualitative research.
Quantitative: We believe that what gets measured gets improved. Having accurate numerical readings enables you to identify with where you stand now and how you compare with your peers. These enable you to set clear, measurable targets for the future.
Qualitative: Our qualitative feedback puts the voice of the customer firmly into your organisation. You receive respondents’ verbatim quotes, giving you a real feel for what your customers are saying about you and how they are saying it.
The qualitative feedback that we provide gives true insight. We are not a ‘tick box’ research company. We won’t just take ‘good’ or ‘poor’ for an answer. Our skilled research team will probe and get to the heart of the issue.
Interview Format
Our surveys take a range of formats depending on your budget and individual needs. They include:
- Mail and online surveys
- Telephone interviews
- Face-to-face interviews
- Panels and focus groups
Questionnaire Design
Good questionnaire design is critical. We know how to phrase questions to get the information that is crucial to your business and how to make sure that we make best use of the time of your customers.
Interview Scheduling
We treat respondents as customers, taking great care to ensure that the interview takes place at a time most convenient to them.
Reports
We strongly believe in the notion that less is more. We realise that you don’t have time to be wading through pages of unnecessary text. We therefore try to keep our customised (and confidential) reports simple, giving you the results of your studies and our recommendations in clear, plain and concise English. Our ‘traffic lights’ early warning system will reveal your business’s strengths and weaknesses at a glance.
Quality control
We are continually reviewing and improving our research and consultancy processes to ensure that the information and advice that you receive is comprehensive, accurate and at all times confidential. Our quality control and checking procedures ensure that both our quantitative and qualitative research is of the highest quality.
Action Management Trakker
Some research gets left on the shelf – not ours! Because we capture the voice of your customers, you can be sure there will be areas of your service that they would like you to improve and /or continue doing well.
Our Action Management Trakker system, accessible via your own password-protected Client Portal on our bespoke research platform KISS gives you a web-based toolkit with which to keep track of how you respond to the issues and priorities raised by our research.
RealService Premier Index
Our Premier Index of customer satisfaction enables you to confidentially benchmark your results with those of our other clients operating in the same sectors. Our continually growing database contains, what we believe to be, the UK’s largest sample of real estate customer satisfaction measures.