Posts Tagged ‘Essex’

Posts Tagged ‘Essex’

Customer Service and Access Survey – Telephone Interviews

Greenfields Community Housing


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.


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.


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 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

Business to Business Award Winners 2013

Mackman Group

Mackman Group

We're delighted to announce that we won the Business to Business Award in the Essex Countywide Business Awards for 2013. The awards took place on Friday night in Southend and we're so pleased to have our work recognised in this way. Paul Mackman said "To win this award despite such distinguished competition from others in this category is something we are particularly proud of. We would like to thank our clients and people for their contributions to achieving this award and our other successes. Essex is immensely important to Mackman and we count ourselves fortunate for the strong relationships we have with Essex businesses and people".

Mackman Research support No. 1 campaign for Harlow College

What does No.1 mean to you?

Word Cloud: What does No.1 mean to you?

We’re delighted to announce that we have recently joined forces with Harlow College in Essex. Harlow College has been undergoing a transformation in recent years and has now achieved the prestigious status of 'number one college in England' based on their outstanding results.

The college commissioned Mackman to develop a tactical marketing campaign to help change perceptions of Harlow College and raise awareness of their success. Mackman Research conducted two perception surveys for the initial stages of the campaign with prospective students and parents. In turn, Mackman Marketing and creative teams used the results to inform their creative design; developing new posters, video and a microsite, as well as a PR campaign.

In the first case Mackman Research designed a student survey for Year 10 students who will be completing their GCSE’s next year and starting to make decisions about what step to take next after their exams. Copies of the five page paper survey containing tick box options and boxes for open ended responses were handed out to pupils at a local school which has a high proportion of students attending nearby Harlow College every year. The students completed a paper copy of the survey and the responses were inputted in to a database and collated by Mackman researchers.

In a bid to capture parent views and perceptions of Harlow College, a second survey with equivalent questions was designed for respective parents of students at the same school. This allowed for easy comparison between the two populations. The participating school emailed parents inviting them to take part in an online version of the perception survey which was ‘live’ for six days.

The Harlow Colllege number 1 campaign has been an exciting group effort for Mackman, with the team working in collaboration to produce something that students and parents will respond to.

Client Lead, Sara Cullis says ‘It’s great to be working with the number one college in England on a truly integrated campaign. We’ve done the research and created an exciting campaign around its results that will aim not only at students but at parents and stakeholders too’.

The microsite can be viewed at:

Research by the IDCR features on BBC website

Professor Todd Landman and Mackman Director, Paul Mackman

Professor Todd Landman and Mackman Director, Paul Mackman

Is Olympic success linked with human rights?

This is the question being asked by researchers at the Institute for Democracy and Conflict Resolution (IDCR) at the University of Essex. Why do some countries always seem to strike Olympic gold, while others only dream of medal success?

It may be no surprise to learn that the research by the institute has shown the countries which do best in the games are likely to be wealthier, with higher levels of literacy and higher life expectancy. However, these are certainly not the only factors at work, there is a significant correlation between a country’s position on the UN’s Human Development Index (HDI) and its position on the medals table.

Professor Todd Landman, Director of the IDCR, believes spectators at the games will be watching a display not just of human skill, strength and agility, but also of the conditions under which many of the Olympic athletes have grown up and trained.

The Mackman web development team have been working with IDCR to build a series of web-based ‘Olympic Dream’ maps which allow users to see the correlation between Olympic success and deeper social or economic conditions. Paul Mackman, director at Mackman Group, says, 'We're proud to be partner of the IDCR. This is a truly innovative project, and we're delighted with the results.'

Using data on economic development, political conditions and medal totals from the 2008 Beijing Olympics, users can look at global maps, create descriptive charts and analyse relationships between different indicators. Many of the big winners on the medals table are countries with large populations, like China and the USA. But even after population size has been taken into account, the relationship between development and medal totals is a significant one.

You can see the Olympic Dream maps by visiting:

To read the BBC article, click here.

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


University of Essex

Wivenhoe Park




01206 625 222