“ Enabled a laser focus on addressing the issues that matter most to our residents, across all our teams ”
Client need
Key services:
Customer experience, satisfaction
Buying segmentation & personas
Brand equity & value
“At Inspired Villages we are, at our core, a customer centric organisation with a real need to understand not only how "happy" our residents are, but who they are, where they come from and what it is that they like and dislike about their lives with us. As we have a rapid growth strategy it is important for us to have our fingers on the pulse in order that we ensure we are focussing on the right areas as we grow.”
Research solution approach
For this project it was important to adopt multiple research methods to ensure the approach was sensitive to the environment and participants. We used a combination of focus groups (qualitative) at each of the villages to explore the resident experience and ‘culture’ at each village. These themes then informed the research design for a multi-method survey (e.g. paper and online), we were able to benchmark results at village and group level.
“The initial survey that was completed provided us with the most insightful quantitative and qualitative feedback, allowing us to really target the issues that matter most from understanding our future customer base to finding out the little things that annoy our residents, that we must simply do better. We also know what works for them, what doesn’t and the areas where we will get the best return for our investment.”
Tom Lord, Chief Operating Officer
“The research that we have completed with the team at FUZE has enabled us to have great insight into the segmentation of our customers and how well we deliver on our brand promises. Being a purpose led company, this level of detailed insight is invaluable and ensures we are measuring and improving what is most important for our brand and our customers.”
James Cobb, Group Marketing Director
About the client
£2bn
construction programme as part of their extensive growth plan
Ambition to become the
fastest growing property company in the UK
Leading UK operation in the latest living section
A proud
Partnership
with
Key insight
“The insight that we have now got has helped shape our new brand values, our service proposition and our sales and marketing focus.”
Impact
CROSS-FUNCTIONAL IMPACT PARTNER!
We tailor our FUZE Metrics system for cross-functional impact. We produce bespoke reports to meet specific needs and priorities, to get the most out of the client’s investment.
“We engaged FUZE, not only because they could collect and deliver the insights we needed, but also because they could fit with our culture, and be part of it. It is really important for us that we do not engage with just any company, we aim to find long term partnerships that work for both sides. FUZE has enabled a laser focus on addressing the issues that matter most to our residents, across all our teams. The understanding of the areas that drive customer satisfaction have been drawn out and built on over time, allowing us to create targeted action plans that drive increases in satisfaction and likelihood to recommend. The team at FUZE are a pleasure to work with, exceeding our expectations at every turn.”
Tom Lord, Chief Operating Officer
Client need
Key services:
Customer experience, satisfaction
Buying segmentation & personas
Brand equity & value
“At Inspired Villages we are, at our core, a customer centric organisation with a real need to understand not only how "happy" our residents are, but who they are, where they come from and what it is that they like and dislike about their lives with us. As we have a rapid growth strategy it is important for us to have our fingers on the pulse in order that we ensure we are focussing on the right areas as we grow.”
Research solution approach
For this project it was important to adopt multiple research methods to ensure the approach was sensitive to the environment and participants. We used a combination of focus groups (qualitative) at each of the villages to explore the resident experience and ‘culture’ at each village. These themes then informed the research design for a multi-method survey (e.g. paper and online), we were able to benchmark results at village and group level.
“The initial survey that was completed provided us with the most insightful quantitative and qualitative feedback, allowing us to really target the issues that matter most from understanding our future customer base to finding out the little things that annoy our residents, that we must simply do better. We also know what works for them, what doesn’t and the areas where we will get the best return for our investment.”
Tom Lord, Chief Operating Officer
“The research that we have completed with the team at FUZE has enabled us to have great insight into the segmentation of our customers and how well we deliver on our brand promises. Being a purpose led company, this level of detailed insight is invaluable and ensures we are measuring and improving what is most important for our brand and our customers.”
James Cobb, Group Marketing Director
About the client
£2bn
construction programme as part of their extensive growth plan
Ambition to become the
fastest growing property company in the UK
Leading UK operation in the latest living section
A proud
Partnership
with
Key insight
“The insight that we have now got has helped shape our new brand values, our service proposition and our sales and marketing focus.”
Impact
CROSS-FUNCTIONAL IMPACT PARTNER!
We tailor our FUZE Metrics system for cross-functional impact. We produce bespoke reports to meet specific needs and priorities, to get the most out of the client’s investment.
“We engaged FUZE, not only because they could collect and deliver the insights we needed, but also because they could fit with our culture, and be part of it. It is really important for us that we do not engage with just any company, we aim to find long term partnerships that work for both sides. FUZE has enabled a laser focus on addressing the issues that matter most to our residents, across all our teams. The understanding of the areas that drive customer satisfaction have been drawn out and built on over time, allowing us to create targeted action plans that drive increases in satisfaction and likelihood to recommend. The team at FUZE are a pleasure to work with, exceeding our expectations at every turn.”
Tom Lord, Chief Operating Officer
“ What makes FUZE different is their clear passion for our business and their focus on delivering what we need, even when we don’t know we need it. Their passion for doing a great job fits with ours... Plus they have made the complex pretty simple for us to understand - I love that! ”
“ The insight we receive from FUZE has enabled a step change in our understanding of our existing and potential residents. The insights and analysis provided by FUZE has helped mould our strategies and support our resident first approach. The FUZE team, have taken the time to understand what is most important to our business, what our purpose is, and put this at the centre of the research. This has ensured that all of the outputs are creating value for all of our stakeholders.”
“ What makes FUZE different is their clear passion for our business and their focus on delivering what we need, even when we don’t know we need it. Their passion for doing a great job fits with ours... Plus they have made the complex pretty simple for us to understand - I love that! ”
“ The insight we receive from FUZE has enabled a step change in our understanding of our existing and potential residents. The insights and analysis provided by FUZE has helped mould our strategies and support our resident first approach. The FUZE team, have taken the time to understand what is most important to our business, what our purpose is, and put this at the centre of the research. This has ensured that all of the outputs are creating value for all of our stakeholders.”