Posts Tagged ‘Community’

Posts Tagged ‘Community’

Customer Service and Access Survey – Telephone Interviews

Greenfields Community Housing

Background

Mackman Research was commissioned by Greenfields Community Housing to conduct a customer service and access survey using one questionnaire. The key objective for the satisfaction survey was to identify areas for future improvement within face to face and operational communications and then to ascertain how these could be delivered. The access questions sought to identify which customers need help to get online and use the internet. Additional questions asked about the use of the Greenfield’s website, to determine which customers make use of this and what would motivate customers to visit the website in the future.

Approach

The challenge for this study was in engaging with all demographics across the Greenfield’s community. This is one reason that a telephone interview methodology was chosen as the research method. The questionnaire asked personal questions about access to the internet and their online behaviours. By using a telephone interview the researcher was able to probe and delve more into the reasons why people are frustrated or disillusioned. This guaranteed that the survey included people who may not have taken the time to complete a postal survey; customers with special needs for example. This also made sure there were no incomplete survey responses. The sample size was split proportionally to represent the percentage difference among the age groups, so that it reflected Greenfields overall customer population. Greenfield’s stakeholders were notified that the customer survey would be taking place via their newsletter.

The telephone survey lasted approximately ten minutes with a Mackman researcher. A total of 377 respondents completed the telephone survey, achieving a confidence level of 95% and a confidence interval of +/- 4.95%, from a population of 9660 individual contacts.

Results

The research report provided Greenfields Community Housing with a thorough examination of how satisfied their customers are with communications. This performance data was also benchmarked against comparable data achieved in 2011. The research is one component of an extensive communications strategy for Greenfields, so it was essential that the research identified how the organisation can reach its customers more effectively, categorising who these customers are as individual groups. The research was successful in making a robust judgement on how this can be carried out.

The access data was a vital element to this research project and sought to find out how Greenfields can help customers who want to learn more about being online. Data here is instrumental for Greenfields so they can set about making a real difference to the people who need help the most. Access to the internet is lower for people living in housing association properties compared to people who are home owners or private renters: the research report made statistical comparisons (compared to a national average) and attained access levels which Greenfields Community Housing can now act upon and make progress against.

Housing Association research to make an impact

Greenfields Community Housing

Mackman Research is delighted to have worked with Greenfields Community Housing to deliver the results of their customer service and access survey. Greenfields is a housing provider based in the Braintree district, in Essex.

The study was designed to help Greenfields identify areas for future improvement within their communications to their customers and then to ascertain how these could be delivered. The access questions sought to recognise which customers need help to get online and use the internet. Additional questions asked about the use of the Greenfield’s website, to determine which customers make use of this and what would encourage them to visit the website in the future. To achieve the highest response rate possible, Mackman Research used telephone interviews and used random sampling to speak with 377 tenants. Greenfield’s stakeholders were notified that the customer survey would be taking place via their newsletter and that one lucky respondent would be selected to win £200 of high street shopping vouchers.

Research Director, Gemma Mackman said, “The Greenfields research study has provided worthwhile data which will make a real difference to the people who use their services; improving customer service, access and understanding of the internet for people who need help. The findings highlighted conclusive evidence of where activity can take place and essentially provides Greenfields with the robust data they need to recommend these actions. We are now working with our communications team at Mackman to ensure the research informs an effective and influential communication strategy for the organisation. This has been a rewarding project and we look forward to collaborating with Greenfields again.” 

If you have an enquiry for quantitative or qualitative insight for your organisation, please contact us at customerservice@mackmangroup.co.uk or telephone 01787 3788038

Campaign launch to help region’s care homes

FaNs Kerry-Paul-01

Mackman has been working with the charity My Home Life Essex Community Association, supported by Essex County Council and Age UK Essex, to launch a new campaign website to encourage volunteers to support older people living in care homes across Essex. This new movement is called Friends and Neighbours (FaNs) and its campaign encourages volunteers to 'Make Every Moment Count'.

Jan Lockyer, FaNs Programme Manager said, “We are really excited to see this campaign come to life. The generous help and extra resources that care homes can get from their local community is great, and the benefits are felt not only by the residents and the care home, but also by the volunteers themselves.”

The new volunteer movement is of national significance. Jan said, “FaNs is a movement that started in Essex, but has the potential to extend right throughout the country. It is about facilitating people who know how important it is to make every moment count, for both themselves and for the older people living in care homes, many of whom still have so much to offer us.”

The FaNs movement looks to make people aware of the little things that can make such a huge difference to the happiness and wellbeing of care home residents. Jan added, “There are approximately 405,000 older people in the UK living in care homes and 81% of older people believe talking and laughing with someone is the most important thing to them.”

The campaign invites anyone to become a FaN; an individual person who wants to volunteer some of their time to help a local care home, community groups such as theatres and choirs, scouting and guide groups, and organisations such as local businesses. There is no formal FaNs membership and no specific commitment required; volunteers can be as involved as they want to be.

Individuals and organisations taking an active interest in the well being of care home residents are known as “FaNs Ambassadors.” There are several ambassadors already on board with the FaNs campaign including Mackman, the Essex County Council, Colchester United Football Club, Essex University Students Union, and the Essex Fire and Rescue Service.

Cllr Anne Brown, Essex County Council’s Cabinet Member for Communities and Healthy Living said, “We are firmly committed to improving the quality of life for older people living in residential care in Essex and are delighted to be supporting the FaNs campaign. The council actively encourages care homes to engage and forge close links with their local communities, allowing them to benefit from the extra resources they can offer.”

“We acknowledge the benefits of working together in a positive, supportive and empowering way to help ensure the wellbeing of residents living in residential care, and the FaNs movement gives us an excellent opportunity to do this.”

Charity Age UK Essex, is also a FaNs Ambassador. Chief Executive Andrew Gardner said, “I see my friends regularly and talk to my neighbours all the time, helping out whenever I can - to me that's just a part of living where I do. The work of FaNs is an extension of what all of us do in our daily lives and that's why Age UK Essex support the work of FaNs.”

“It's about helping people who live within our communities to feel as much a part of that community as everyone else. It doesn't matter where someone calls home as long as they are happy.”

The campaign will also offer practical help and support to the owners, managers and staff of care homes to take advantage of the opportunities that FaNs can generate.

“The quality of the care home sector in the UK can be perceived in a negative light which often over shadows some of the brilliant work already going on in the area. The FaNs campaign is going to be a fantastic way to encourage more people to support our care homes but also, celebrate the success stories that do happen in the sector, specifically in Essex”, Jan said.

We have worked with My Home Life Essex to deliver the marketing for the campaign, creating the FaNs visual look and interactive website. Bruce Burgoyne, Creative Lead for the project said, “What resonates with people is real life, honest stories. We wanted to create a current and energetic design for the campaign, something that challenges the misconceptions that working with old people is dull and boring. We needed it to appeal and be accessible to several different audiences, inspiring and motivating them through others stories to get involved and make every moment count.”

Further details on the campaign can be viewed by clicking here

Making a difference where it counts

We want to share with you, one particular way in which we support a local charity that has had a profound impact on our team.
We've been working with The Bridge Project in Sudbury for years. It's a charity that exists to provide a 'community within a community', that helps vulnerable people living in the area, whether they have learning, physical or 'hidden' disabilities.

We support the marketing and promotion of The Bridge Project's work, and Paul Mackman is on the board of trustees. Theirs is a cause that's always been close to our heart, as they share our values of supporting people and making a positive difference to the lives of individuals in the community.

In 2012, we were part of a group discussion with other organisations in Sudbury who met with The Bridge Project to figure out different ways organisations in the town could get involved with the charity. Joined by businesses like Waitrose, we initiated a work placement programme that would allow students of The Bridge Project to become employees of organisations within the town and develop new skills, while contributing to the businesses they were joining. After a couple of taster day sessions in our offices with around six students from the charity, we were able to offer two people a place on this new eight week programme. They're still with us today as official employees, and that's a big deal for us.

Michael Balls supports the general operations of the business and is solely responsible for all recycling and the shredding of sensitive paperwork. A keen gardener, he also looks after the runner beans and the roses outside and regularly decorates our desks with freshly cut posies. Michael works independently, with very little supervision and makes an invaluable contribution to our business. He's very friendly and loves a chat, updating us on his fishing exploits and what he's been learning at The Bridge Project.

Patrick Parker works across a number of areas of our business, largely because of his incredible aptitude for computer based tasks. He's a fast learner and works closely with the technical team, inputting data. Patrick has been instrumental in the uploading of information to our accounts software. He's also very interested in design and the work undertaken by the creative studio. Patrick is a hard and thorough worker and has integrated seamlessly with the rest of the team. He's got a cracking sense of humour, and doesn't forget a thing even if you tell him once.

It's important for us to share this with you, because there are students at The Bridge Project who could make a real difference to a business like yours, if they're just given the chance. There is a perception that those with additional needs, or a mental health condition, aren't suited to the workplace. But this simply isn't true.

Michael and Patrick are no different to any other member of the Mackman team, and with the wonderful support of the staff at The Bridge Project, we're able to give them access to opportunities and experiences they wouldn't have been available otherwise. If you'd like to learn more about what this means to Bridge Project students like Michael and Patrick, please get in touch by emailing customerservice@mackmangroup.co.uk, or call 01787 388038.

Making a difference where it counts

We want to share with you, one particular way in which we support a local charity that has had a profound impact on our team.
We've been working with The Bridge Project in Sudbury for years. It's a charity that exists to provide a 'community within a community', that helps vulnerable people living in the area, whether they have learning, physical or 'hidden' disabilities.

We support the marketing and promotion of The Bridge Project's work, and Paul Mackman is on the board of trustees. Theirs is a cause that's always been close to our heart, as they share our values of supporting people and making a positive difference to the lives of individuals in the community.

In 2012, we were part of a group discussion with other organisations in Sudbury who met with The Bridge Project to figure out different ways organisations in the town could get involved with the charity. Joined by businesses like Waitrose, we initiated a work placement programme that would allow students of The Bridge Project to become employees of organisations within the town and develop new skills, while contributing to the businesses they were joining. After a couple of taster day sessions in our offices with around six students from the charity, we were able to offer two people a place on this new eight week programme. They're still with us today as official employees, and that's a big deal for us.

Michael Balls supports the general operations of the business and is solely responsible for all recycling and the shredding of sensitive paperwork. A keen gardener, he also looks after the runner beans and the roses outside and regularly decorates our desks with freshly cut posies. Michael works independently, with very little supervision and makes an invaluable contribution to our business. He's very friendly and loves a chat, updating us on his fishing exploits and what he's been learning at The Bridge Project.

Patrick Parker works across a number of areas of our business, largely because of his incredible aptitude for computer based tasks. He's a fast learner and works closely with the technical team, inputting data. Patrick has been instrumental in the uploading of information to our accounts software. He's also very interested in design and the work undertaken by the creative studio. Patrick is a hard and thorough worker and has integrated seamlessly with the rest of the team. He's got a cracking sense of humour, and doesn't forget a thing even if you tell him once.

It's important for us to share this with you, because there are students at The Bridge Project who could make a real difference to a business like yours, if they're just given the chance. There is a perception that those with additional needs, or a mental health condition, aren't suited to the workplace. But this simply isn't true.

Michael and Patrick are no different to any other member of the Mackman team, and with the wonderful support of the staff at The Bridge Project, we're able to give them access to opportunities and experiences they wouldn't have been available otherwise. If you'd like to learn more about what this means to Bridge Project students like Michael and Patrick, please get in touch by emailing customerservice@mackmangroup.co.uk, or call 01787 388038.

Mackman take on Sudbury fun run

On Friday 18th April, Mackman's technical department took on the Sudbury fun run. James and Adam both ran the traditional five mile course around Sudbury in just under 40 minutes, ending in Belle Vue Park.

James Royce, Technical Lead said, “The Sudbury fun run is renowned for being a busy event, so we made sure to get tickets early! As our offices are in the heart of Sudbury, it's important to contribute to these events and support local causes. The weather was good to us and it was a great day".

Adam Chamberlin, our Technical Developer said "I'm definitely more comfortable on a bike! However, it was good fun, great to run with so many people".

Michael Balls, who helps with the operations at Mackman was also involved, part of the The Bridge Project funrun team, helping to raise over £2,000 for the charity.

The Sudbury fun run is a major longstanding sporting event for Sudbury, taking place since the early 1980s. This year, The Bridge Project was one of three beneficiaries of the event, that also included East of England Air Ambulance and the Marian Corner Appeal.

Amanda, our Senior Researcher at Mackman, managed to get some action shots of the event. Running an average of 4.54 per km, James and Adam were just too speedy to get a photo head on and we're still trying to guess exactly what James is saying to Adam.

Michael can be seen proudly speed walking his way through the fun run course. Well done Mackman team!

James and Adam - technical funrun teamFunrun-Michael-Balls

 

Community achievement award win

BaberghWe're delighted to announce that we have won the 'outstanding business contribution to the well-being of the community/district category in the 2013 Babergh Community Achievement Awards.

As a business, we believe it is important to give back to the community that gives us so much. Every year we work with third sector organisations and charity groups, offering them reduced rates or donating our time and expertise to their cause. This approach is an integral part of who Mackman are and what we believe in, and we are delighted that our contribution has been recognised. We would also like to thank those who nominated us for this award.

The award will be presented at Stoke-by-Nayland Hotel & Golf Club on the 6th March, so do check back for our follow up story from the evening.

Mackman goes Fairtrade

Fairtrade Mackman

Fairtrade Mackman


Along with the likes of Sudbury Town Council, The Befriending Scheme and the River Stour Trust the team have received a Fairtrade Pledge Certificate.

The Certificate was presented by Rev. John Boardman, Chair of the Sudbury Towards Fairtrade organisation. He said "My wife Ann and I have supported Fairtrade for many years. Before coming to Sudbury in 2009, we helped Pickering in North Yorkshire to become a Fairtrade Town. We've now set our sights on helping Sudbury do the same."

Paul Mackman, Director, said "As a business, we've been committed to buying Fairtrade products, and have supported Sudbury Towards Fairtrade, for a long time. We're delighted to have this recognition and hope many more local companies will do the same."

By choosing to support Fairtrade, Sudbury can add its voice to demands for a trade system that puts people, not profit, at the heart of the transaction. By becoming a Fairtrade town, Sudbury is demonstrating a commitment to supporting Fairtrade and using products with the Fairtrade Mark.

For more information about how you can support this initiative, please visit www.sudburytowardsfairtrade.org.

Customer Satisfaction – Postal Survey

Background

Sure Start Hyndburn Children's Centres offer services, information and advice to families with children aged under five years old, across five centres within Accrington, Lancashire. Mackman Research was commissioned to survey households on behalf of Sure Start Hyndburn. The survey was based around customer satisfaction, knowledge of services and perceptions of Sure Start Hyndburn. The survey aimed to identify needs gaps in their services, the level of public awareness of Sure Start Hyndburn’s services: what services are currently being accessed and by whom.

Approach

A postal questionnaire was used to survey households. The questionnaire used was based upon one used previously in a similar survey in 2007 and 2005. Following the completion of the questionnaire design, as per Sure Start Hyndburn’s requirements, a survey package was put together and forwarded to Sure Start Hyndburn. Each package included a questionnaire with covering letter and a pre-paid return envelope. All survey packages were sent directly from Sure Start Hyndburn’s premises. Each questionnaire was given an identification number that was assigned to an individual potential respondent. Identification numbers enabled a second batch of questionnaires to be sent out avoiding delivery to those households that had already completed the questionnaire.

Completed questionnaires were received over a number of weeks. Responses were entered onto a data sheet. Comments and written responses were recorded as they appeared with no changes made to the use of language, grammar or punctuation. Results were analysed and cross-tabulated according to the relevance and significance of information.

Results

A total of 1943 households were targeted and sent a questionnaire. 226 respondents took part. This achieved a confidence level of 95% and a confidence interval of +/- 6%. The survey consisted of 41 closed questions, with an opportunity to comment.

The vast majority of respondents were female. Where feasible, question responses were cross referenced with age group and ethnicity and background. Percentages and figures throughout the survey analysis reflected the ethnicity and nationality of the Sure Start Hyndburn users and there was no indication of any one group being particularly dissatisfied or excluded.

 

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Mackman Research expands to second office

Todd Landman and Paul Mackman at the University of Essex

Todd Landman and Paul Mackman at the University of Essex

Mackman is going back to its roots with the opening of a new office in Colchester next month. Reflecting the company's growth in Essex as well as in Suffolk, our new office is situated at the University of Essex in Wivenhoe. The Mackman Group is a partner of the University and we work closely with the Institute of Democracy and Conflict Resolution (IDCR) at the university. It's great to be neighbours with our university clients and to be closer to our other clients based in Colchester and the surrounding area. For Paul and Gemma too, the expansion into a second office in Colchester is something of a homecoming: Mackman was established in the Mackmans' home in the centre of Colchester in 2003.

Our Essex address is as follows, with new phone number too:

Mackman Group

IDCR

University of Essex

Wivenhoe Park

Colchester

Essex

CO4 3SQ

01206 625 222


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