Case Studies
A selection of projects that Further Insight has recently completed.
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- HomeStart – CX and BX
HomeStart engaged Further Insight to help the organisation measure and understand the experience provided to customers and brokers.
The problem
Improving customer experience is a key element of the organisation’s strategy, and enabler for customer growth – and home ownership in South Australia. The organisation had implemented sophisticated customer and broker experience programs to help regularly collect feedback from these essential target audiences. HomeStart wanted to outsource these programs with the goal of further optimising the operations, and to potentially increase the insights surfaced from the collected data.
The solution
Further Insight set up both the customer and broker experience programs, and handles sending out invitations, collecting responses, providing feedback for follow-up, and in-depth reporting.
The result
The transition of the experience programs was designed to be smooth, with the target audiences receiving the same email invitation sent from a HomeStart address (but fully managed by Further Insight).
The questionnaire was designed to be engaging and to the point. While the methodology was designed to be consistent, prepopulated demographic data is included to allow deeper analysis of the results to be undertaken by product type, location, gender, age group and customer lifetime.
Any feedback provided through the surveys is passed on for follow-up by the HomeStart teams.
The results are reported to the organisation regularly, with in-depth trend and theme analysis of the results. The reports provide direct insight into what channels provide the highest satisfaction levels, what areas of the support provided are received well, and what opportunities for improvement arise.