Knightstone’s Customer Research Services Framework – available nationwide – provides housing associations and local authorities with easy access to expert customer research consultants, without the need for lengthy procurement processes.
After a thorough and competitive tendering process, Knightstone appointed Voluntas as one of three consultants to the framework.
During the procurement process, Knightstone concluded that Voluntas demonstrated a strong skillset and has a wealth of experience of delivering high quality customer research in social housing. Knightstone will work with Voluntas as their chosen research partner for the duration of the four-year framework. Together, Knightstone and Voluntas are undertaking a customer research programme that is resulting in actionable insight and understanding across their services.
Sophie Knee-Higgins, Knightstone’s Risk & Reporting Manager, said: “This has been an exciting project and we’re busy rolling out our new programme across our services. The results and information gathered from our customers are influential in helping us to deliver great customer service.
“We’re confident that these arrangements for customer research help us to identify and understand our customers’ priorities of our services. In understanding what helps drive their satisfaction, we are better able to make the right decisions for our business and our customers, targeting action to those areas that will have the most impact on customer satisfaction while delivering value for money.”
Dylan Chipp, Executive Director at Voluntas, said, “We’re delighted to work as Knightstone’s main partner in their customer research project, and we are considered a trusted ambassador for Knightstone’s brand, with its customers, peers and stakeholders. Our aim is to make a meaningful and significant contribution to the housing sector through our customer research expertise, delivering valuable customer insight and value for money.
Any housing association looking to carry out customer research work can access our Customer Research Services Framework. All enquiries about the framework should go to Laura Rychlewski, Intelligence Officer at Knightstone: firstname.lastname@example.org or 01934 526335.