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 Workplace: Project Overview
HomeWork opened its first co-working space in Southfields in 2019, and keen to implement a robust customer feedback programme from the outset, they began working with insight6.
As a customer-centric company, HomeWork was intent on building the business around the customers’ wants and needs. They wanted a mechanism to understand how customers and employees felt about the industry and to ask questions to inform business decisions.
Employee engagement was also high on the agenda for the Directors as they understood the correlation between positive employee and customer experience. As well as feedback, HomeWork wanted to implement an in-house Customer Experience (CX) training programme.
Our Approach
Collaborating closely with HomeWork’s senior leadership team, insight6 designed a comprehensive quarterly feedback survey to track their Net Promoter Score (NPS). The initiative involved creating a concise, actionable report based on responses to five targeted questions. The survey is distributed to approximately 380 HomeWork members and staff using the instantinsight platform each quarter.
Additionally, a separate employee survey focused on capturing employees’ sentiments about their roles and the company culture.
To refine its service offerings further, HomeWork partnered with insight6 to explore customer insights more deeply. The partnership led to developing detailed customer personas to guide the strategic direction of HomeWork’s co-working spaces.
CX Solutions
Using insight6’s total feedback solution, instant insight, HomeWork can track their NPS trends over time and identify areas of concern. Access to this data in real-time enables the team to quickly and effectively address both 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 motor dealerships. 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 a free demo of our total feedback solution—instant insight.