Voluntas 4th Annual Conference. 15th November 2012. Making the Most of Research. A presentation by Katy Wilburn, Voluntas Head of Research and Insight.

1. ‘Making the most out
of research’
Katy Wilburn
Head of Research and Insight

2. Background:
Customer Survey
Do you believe your
organisation makes
the most of the data it
holds within RbR?

3. Effective Research:
A quote from Andy….
“Surveys and Research are not interchangeable terms.
‘Surveys’ are a tool, ‘Research’ is a Linear Process. It’s
the difference between your voice and the conversation
you use it for”
(Andy Field, University of Sussex)

4. Effective Research:
The Basic Elements
• Direction and Purpose
• Asking the right questions
• Understanding the answers
• Doing something about it!

5. Effective Research:
Direction and Purpose
Specific Is this still what Outcomes led
Questions we need? research
How am I going
to find that
Starting at Why are we
doing this?
out? the end
What do we want
What do I need
to do?/ What can
to know? we do?

6. Effective Research:
Asking the right questions
Consistent
Tenant-led tracking
design? – within and
across services
Responsive What makes Targeted/
Questionnaire ‘good’ survey specific
Design questions
design?
Mixture of Questions
qualitative and designed to
quantitative identify changes

7. Effective Research:
Understanding the answers
Sub-group Helps you
Answers to
analysis ‘real understand the
Questions
issues’ results
What makes
‘good’ analysis/
reporting?
Underlying Specific and
causes of actionable
dissatisfaction improvements
The problem with
STAR…

8. Effective Research:
Where Andy and I disagree!
Understand why
Then ask again…
you’re asking
“Effective Research isn’t a
Implement the Linear Process, it’s a Cycle” Ask the right
changes (Katy Wilburn, questions
Voluntas MRS Ltd)
Check you’ve got Interpret the
it right Come up with a answer
response