Why use customer insight?
Put bluntly, because it makes good business sense. Major private sector companies such as Tesco have transformed their businesses by really understanding their customers and shaping their services in response. It is just as relevant in the housing sector.
Customer insight can:
- Increase your customer satisfaction and loyalty by helping you to deliver the services that your customers want in the way that they want them
- Make the most of your money by pinpointing which customers and areas require your resources and which don’t
- Help you plan for the future by better understanding the likely future needs of your customers
- Help you get more services right first time
CUSTOMER INSIGHT QUESTIONNAIRE
Use our questionnaire to check how well you know your customers and work out your next steps to build your Customer Insight.
Click here to download the questionnaire
TESTIMONIAL “Voluntas worked with us to create and implement our neighbourhood strategy and customer insight was a big part of that. We’re now able to better identify priority estates, engage with tenants who had previously been hard to engage, and understand the different needs of our tenants”. Adrian Eggington, South Staffordshire Housing
The importance of customer insight
“I firmly believe that a ‘local’ or ‘tailored’ offer for different groups of tenants should be very much on our agendas. We want landlords to work with their customers to best decide how services are tailored to meet needs – based on geography, age or other grouping. This is where the future of meeting the diverse needs of tenants lies”.
Peter Marsh, TSA Chief Executive, January 2010
Customer and neighbourhood insight is based upon using information to really understand your customers’ needs, behaviours and characteristics and then shaping your services in response.
Customer insight is not the same thing as customer data. It is about the way we use data to gain a rich understanding of your customers, and then how we use that understanding, or insight, to deliver services that meet the customers' needs.
