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Prioritising corrective actions

How Feedback Ferret helped

Barratt Developments

Background

Barratt Developments wanted to better understand what their customers require from their new home. They approached Feedback Ferret in 2015 in a bid to understand the issues that their customers raise in their verbatim comments in their surveys. They knew this was the key to providing them with a rich source of insight and actionable information.

Results

Action is now being taken to improve the areas which have the most significant impact on customer satisfaction - customer service (for snagging issues) and house design.

The Programme

Feedback Ferret was asked to prepare a comprehensive programme of customer feedback management and analysis, initially covering the existing Barratt feedback channels – the NHBC customer survey, completed at 8 weeks and 9 months after completion of new properties.

The first step in the process was to undertake a proof-of-concept study for the housing developer using approximately 5,000 NHBC survey responses. Feedback Ferret analysed the verbatim content of these surveys. Specific topics and perspectives were set up within the Feedback Ferret Lexicon to accommodate the home builder’s requirements and a set of reporting topics covering the issues that customers were raising in the verbatims were defined. The Ferret Explore module was populated with the results for Barratt management to review and act upon.  The two overriding themes that are of interest to Barratt are ‘customer service’ (for snagging issues) and ‘house design’.

During the proof of concept in 2015, Feedback Ferret proved their worth by correlating “squeaky doors” to geographical soil types (some of which caused minor movements of house foundations). This Impact Analysis study left senior management impressed at the findings and a pilot programme was launched, followed by a national roll out in 2016.

A sophisticated suite of Ferret Reports, underpinned by Impact Analysis, is now prepared and circulated on a monthly basis to the Customer Services Department and the Design Department as well as senior management. Action is now being taken to improve the areas which have the most significant impact on customer satisfaction.