Orchard Sales and Lettings, an estate agency based in Camberley, were keen to measure, quantify and improve customer service levels achieved by their teams. Insightcube worked with Orchard to produce a survey for each of their 4 groups of customers – buyers, vendors, landlords and tenants. An on-line web-based survey method was chosen and a link to the survey was emailed to their customer base. Insightcube analysed the results from the survey and key areas of excellence were identified along with areas for improvement across the 4 groups. Orchard have used the results to ensure best practice is shared across all teams, introduce some internal process changes and to reward and recognise the work of the teams. The surveys will continue to be used on an on-going basis to ensure continuous improvement and to maintain high standards of customer service.

“Rachel really helped us to achieve an understanding of the areas we excel in and the areas where we needed to improve. Her knowledge of the process and capabilities enabled us to ask the right questions to achieve answers of real value. The data generated has been used to improve areas of our business which cannot be measured through sales performance. We will continue to use these surveys moving forward into 2013 and have found the process extremely useful.”
Jo Vertannes
HR Manager, Orchard Sales and Lettings