Orbit Homes wants In-house Research to help them understand their Customer Experience more thoroughly
Published by StefanTyrie for In-house Research in Housing and also in Care and Support, Central Government, Communities, Environment
Orbit Homes has asked In-house Research to undertake their customer satisfaction measurement.
Says Chris Craig, Sales Director, ‘We currently undertake some short customer satisfaction surveys internally. But we wanted something that gives us far more data. We want to get down to the real customer experience and find out what’s good and what’s bad about buying from Orbit Homes. Other surveys are not able to give us the voice of the customer and that’s what we require, to enable us to understand our customers’ feelings, about our homes and service’.
Orbit Homes is the development and sales arm of the Orbit Group who specialise in building new homes for Market Sale, Shared Ownership, Independent Living and Affordable Rent. The company is aiming to build around 132 private units this year, increasing to 200 in 2014. The company stretches throughout the Midlands, East and South East of England and offers a range of house types for all types of purchasers.
Chris continues, ‘Our aim is to create new homes to suit everyone and all tenures. We have an ambitious development programme over the next few years. Many of our homes will incorporate eco-friendly technologies including solar panels and ground source heating. We want our homes to be considered among the best available and at the same time we want all of our customers to have the best possible new home buying experience’.
Malcolm Pitcher, Managing Director of In-house Research comments, ‘We’re really excited about Orbit Homes joining our client base. Our expertise in delivering high response rates and gathering the voice of the customer to add value to their customer satisfaction surveys will ensure that they can monitor their customers more closely. Tick-box surveys which only focus on delivering lots of statistics cannot deliver the kind of information that Orbit Homes will need to ensure they give their customers the best possible experience. Orbit Homes has joined us right at the time when we are launching our new surveys and reporting system which will see them get more voice of the customer comments than ever before’.