Service Insights Ltd, under the leadership of Dr. Simon Williams (CMRS, FCIH), specialises in enhancing service performance through comprehensive research and actionable insights.
Their recent report, “Data Challenges in Social Housing 2024,” examines how data quality impacts service delivery and operational efficiency within the social housing sector. Based on extensive employee surveys and interviews, the report identifies critical issues such as inadequate data quality approaches, technological barriers, and the necessity for a sector-wide data strategy to improve decision-making and prepare for AI integration.
They offer a range of tailored services:
- Customer & Service User Surveys: Utilising methods like telephone, online, SMS, postal, and face-to-face interactions, we gather comprehensive feedback. Our analyses incorporate data visualisation and thematic interpretation to provide clear insights into customer satisfaction and areas for improvement.
- Employee Surveys: Recognising that employees are pivotal to service excellence, our surveys assess satisfaction and well-being. They employ various research techniques, including focus groups and in-depth interviews, to uncover critical organisational insights that drive performance enhancements.
- Focus Groups and Depth Interviews: They facilitate discussions and interviews, both in-person and online, to gain a deeper understanding of stakeholder perspectives. This approach reveals the reasons behind specific views, aiding in clarifying existing strategies or exploring innovative ideas.
Their business consulting services are designed to foster continuous improvement:
- Service Reviews: They conduct tailored reviews, employing co-design techniques that unite staff and customers, supported by thorough research. This approach maximises service impact and drives long-term performance improvements.
- Customer Journey Mapping: Utilising Uxpressia software, they visualise the complete customer experience, and identifying opportunities for operational enhancements.
- Operationalising Customer Satisfaction Feedback Model: Developed over five years, their bespoke model enables organisations to maximise the value of customer feedback, directly influencing service delivery and enhancing value for money.
- Bespoke Projects: Their flexibility allows us to adapt to diverse client needs, managing projects of varying scales and engaging at different stages as required.
Service Insights Ltd, are committed to delivering high-quality, value-driven services that foster continuous improvement and excellence in service performance.
