Make your voice heard
We're constantly striving to improve for our customers and create effortless experiences. To do this, we need your opinions and to hear what you think. So that we can listen to as many customers as possible, we have partnered up with a company called IFF Research who will be carrying out customer research for us. This means that the research will be carried out independently and you will only be identified if you want to be. IFF Research is an independent social and market research agency that works with clients in lots of sectors, including housing, government organisations and private businesses.
Your experience as a customer is a focus for us throughout our organisation. A key part of our corporate plan is about listening to your feedback and developing new ways of working to make experiences effortless and services accessible. We can’t move forward without knowing where we’re going, and the feedback you give helps us map out how to get to where we want to be.
Why we are carrying out this research
Without you, your experiences and your opinions, we cannot fully understand the needs of our customers. This is your opportunity to share with us your views and suggest improvements we can make. We value our customers and this research will give you the chance to make your voice heard.
Why we are working with IFF
IFF Research helps organisations in the public, private and voluntary sectors to make better-informed decisions. They offer a full suite of research services underpinned by robust methodology, and work with 34 other housing associations. We’re working with them because we want the best insights into our customer’s views, and with 11 years experience in the housing sector, IFF are the ones who can help us achieve our goals.
IFF is a partner member of the Market Research Society (MRS) and abides by the MRS Code of Conduct. More information about IFF’s accreditations, standards, and GDPR policy can be found by clicking here.
What to expect
We are looking to involve a variety of people in this research so you may receive a call or email asking you for feedback. Using IFF Research means that you can stay completely anonymous if you want, ensuring that you can give your honest opinions. The phone calls might take place any time between 9am and 7pm Monday-Friday, and between 11am and 4pm on Saturday.
We really appreciate you taking the time to complete the survey and the more detail you can give us, the more we can understand your experiences.
What they will ask you
IFF Research will ask you a range of questions about your experiences as a Futures customer. If you’ve contacted us or used one of our services, they might ask about what your experience was like in that scenario, or they might just ask you how you feel about Futures and if you’re aware of all the services we offer. Sometimes they might ask you questions about a specific service or product, to help us understand how our customers feel about the work we do. There’s no such thing as a wrong answer and your answers can be kept anonymous, so feel free to be as honest as you’d like. We can’t improve unless we know what needs improving, so we welcome all your feedback.
How long it will take
The conversation shouldn’t take more than 10-15 minutes.
Keeping your data safe
All our customer data is protected by GDPR and the UK Data Protection Act 2018. We have a legitimate interest to undertake our customer surveys, and we have a strict confidentiality agreement in place with IFF to make sure that your personal data is safe and secure.
If you don’t want to take part in research, you don’t have to. You can either let us or IFF know, and we’ll opt you out.
I have a question that isn’t answered here.
We want to assure you that, if you are contacted by IFF Research, it will be a genuine market research study being carried out on our behalf. If you want to know more or have any questions at all, please email us at firstname.lastname@example.org
We want to hear from you!
You told us that you don't feel you have enough input into our services and we want to change that.
MyVoice is an online forum for customers who want to provide their feedback and discuss new projects, to help shape the future of Futures.
Our Insight Committe meets quarterly to make sure that we hear our customers' views and use them to shape a range of services from MyAccount, our self-service portal, and our website to reviewing our approach to dealing with unsocial behaviour.