Case Studies

By introducing the easy to use app, Larchwood feel that they are pioneering a new way for care homes to continuously improve. Feedback, positive or negative, is one of the best ways to ensure their standards are kept high. For people to know their comments are being treated seriously and dealt with at a senior level gives extra peace of mind.

Larchwood Care joined HowDidWeDo? in October 2017. Since then they’ve averaged over 50 feedback submissions a month, and their average overall rating has steadily risen. They've regularly replied to requests for direct responses, addressing any concerns quickly and attentively. The HowDidWeDo? system allowed them to maintain their great level of service by minimising the impact of any negative feedback, and promoting good feedback to encourage dedicated members of staff.

The app is free to download, but Larchwood frequently use their on-site tablet to encourage any visitors to give instant feedback, even if they do not wish to download the app themselves. They hope that by doing this, they will be able to reward their staff who do a fantastic job, and quickly rectify any issues that may arise.

Sign Solutions, a leading language and learning company, specialising in interpretation support for deaf people, has cemented its commitment to quality by adopting a revolutionary customer feedback app.

The app, called ‘HowDidWeDo?’, provides instant feedback by rating a variety of different aspects of the service, including the quality of services offered by Sign Solutions, with comments and the ability to upload photos to support their ratings. The feedback received is shared instantly with the management team, so that comments can be passed on to staff, and calls for improvement can be acted on immediately.

Having previously used traditional paper-based surveys, growing care home group Oakland Care recently decided to take its feedback system to the next level.

The group felt that now was the perfect time to look at an IT based solution that would suit them now and in the future.

With three care homes across the south of England, and two more due to open over the next year, the group needed a solution that would grow with them. HowDidWeDo? provided exactly what they needed.

Oakland Care prides itself on its five-star environments that create high quality and comfortable homes for residents. Gathering and responding to feedback effectively from residents and their visitors is therefore key to maintaining this premier service.
Aaron White, Business Services Manager for Oakland Care explains: “With the old paper based system we had to physically send out customer service surveys. This was time consuming and take up was relatively poor.
“We were looking for a solution that would be efficient and flexible enough to grow and change along with the business. HowDidWeDo? has done just that.”

The flexibility of how the app can be used also appealed to Oakland Care. The group has been able to completely tailor the app to its needs, devising their own questions and the rating level at which an alert is triggered.

There is also plenty of flexibility with how feedback can be gathered. Residents and their visitors can currently download the app to use on their own devices. Oakland Care also plan on having a device ready to use in each care home and they also have the option of emailing a direct link to users who can then submit their feedback online. The feedback received by HowDidWeDo? can also be easily linked to Carehome.co.uk.

As a busy care home group, Oakland Care needed a system that would be easy to introduce.
Aaron concludes: “The system was straightforward to implement and we have been well supported by the HowDidWeDo? team throughout the process.”

Gartec Ltd - Gathering Feedback Remotely and Analysing it Centrally

When the UK’s leading supplier of platform lifts was looking for a customer feedback system to support its strong continuous improvement focus, HowDidWeDo? was the perfect choice. Gartec Ltd wanted to monitor performance in a way that easily gathered feedback but also brought all the data together efficiently and effectively. With a large installation team and servicing engineers on the road who have limited contact with the office, Gartec needed a system with strong support that could be controlled and monitored from the office while gathering feedback on the road. The company opted for HowDidWeDo?’s web-based platform, enabling the team to issue weblinks to customers to direct them to the online system. The feedback the customers provide is then fed into the tailored dashboard where the data can be analysed and exported as needed.

Genevieve Armstrong, Marketing Co-Ordinator at Gartec comments: “After looking into quite a few products and companies, we were struggling to find a service that offered a straight forward system that would be easy to use both on site and remotely. Confidentiality for the customers was also very important for us.
“HowDidWeDo? is fantastically simple and can be tailored to show the most important elements and features. Importantly it can be designed to provide feedback questionnaires for a number of different departments.”

Gartec chose to add ‘codes’ to the end of the weblinks they issue to customers so that feedback replies can be tracked by user, while still keeping the customer’s details confidential. Tailored email alerts also inform the office team when feedback falls below a certain level so that performance patterns can be monitored.

Genevieve concludes: “HowDidWeDo? has allowed us to setup monthly reports across departments, tying in with our continuous improvement ethos.
“The feedback we have received via HowDidWeDo? has already provided us with insight into potential improvements with communication.
“Our lift servicing and maintenance packages run on annual contracts, so by ensuring we are at the top of our game with customer satisfaction we have higher customer retention levels.”