Case study · Housing
Establishing a customer experience baseline for Clarion Futures
A two-phase mixed-method programme established baseline customer-experience evidence across Clarion Futures’ jobs and training, digital support, and money guidance services.
AudienceCustomers using Clarion Futures jobs and training, digital, and money guidance services
ApproachOnline survey, two focus groups, and 20 depth interviews
Value to Clarion FuturesA baseline for understanding the customer journey and tracking service performance over time
The brief
- Following a strategy review, Clarion Futures identified the need to better understand and measure the experience of customers using its services
- Enventure Research was commissioned to explore the customer journey across jobs and training, digital support, and money guidance, and to create baseline evidence that could be tracked over time
The approach
- The first phase used a short online survey sent through personalised email invitations and reminders to customers who had used services in the previous 12 months
- The qualitative phase then used two 90-minute focus groups and 20 half-hour depth interviews to explore the experience in more detail
- Participants were recruited from survey respondents and selected to provide a broad mix of demographics and characteristics
The outcome
- The programme provided Clarion Futures with evidence on how customers first found out about services, their experience of the support they received, and its impact on confidence, alongside other aspects of the customer journey
- The research also created a baseline against which future service performance and experience can be assessed
- Customer feedback across three major support-service areas
- A short quantitative survey complemented by substantial qualitative follow-up
- Evidence on the full customer journey rather than a single transaction