HomeWork Workspace: Supporting Business Growth With Feedback
"The team at insight6 was invaluable to our customer and employee feedback programme. Their detailed planning and help structuring the questions ensured we got quality data that we could use to improve the business."
Georgie Randon, HomeWork Workspace
HomeWork Workspace offers flexible co-working space solutions for individuals and SMEs in Southwest London to help people improve productivity and expand their business networks to facilitate growth.
Established in 2019, the company operates three sites in key high-street locations in Southfields, Fulham and Wandsworth.
HomeWork Workspace: Project Overview
HomeWork Workspace opened its first co-working space in Southfields in 2019. From the start, they wanted a strong customer feedback programme and partnered with insight6.
As a customer-focused business, HomeWork aims to shape services around customer needs. Their feedback programme allows them to understand how customers and employees feel, helping to inform smarter, customer-driven decisions.
“The team at insight6 were invaluable to our customer and employee feedback programme. The detailed planning and help to structure the questions ensure we get quality data that we can utilise to improve the business.” - Georgie Randon, HomeWork Workspace.
Employee engagement was a priority for the Directors, recognising the link between happy employees and great customer experiences. HomeWork also wanted to introduce in-house CX training alongside feedback.
Our Approach
Working with the senior leadership team at HomeWork, insight6 devised a quarterly feedback survey that tracked its NPS (net promotor score). Then, a clear and actionable report was created. The report consists of five questions and is sent to HomeWork members and staff each quarter.
Ahead of the launch of its Putney site, HomeWork explored customer insights more deeply. Working with insight6 led to the development of detailed customer personas to guide the strategic direction of HomeWork's co-working spaces.
Additionally, a separate employee survey focused on capturing employees' sentiments about their roles and the company culture.
CX Solutions
By using instant insight for the quarterly feedback survey, HomeWork can see their NPS trends and easily identify any areas of concern in real time. In doing so, the team can quickly and effectively address positive and negative feedback.
"Partnering with insight6 has empowered us to act where needed and confidently address negative feedback. It allows us to base business decisions on real, actionable insights." - Georgie Randon, HomeWork Workspace.
HomeWork's commitment to employee experience and satisfaction is a testament to its dedication to delivering a carefully curated customer experience. The regular employee survey allows the senior leadership team to quickly identify and address issues with team morale or individual support needs, reinforcing the company's values.
The instant insight platform allowed insight6 to design a more detailed survey, providing valuable insights into HomeWork's customer base. A deeper understanding helped the company to create personas representing their diverse customer segments and professional lives.
Project Outcomes
HomeWork's Net Promoter Score (NPS) has stayed consistently high at around 64%, well above the UK average. The data showed a clear link between team performance and NPS, leading to a robust training programme to maintain and improve the customer experience.
insight6's end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking companies. Our network of local specialists provides on-the-ground support. Don't let an inadequate customer experience ruin your reputation or impact your success. Get in touch today to schedule a no-obligation chat with your local CX specialist or book a free demo of our total feedback solution—instant insight.