Dr John May

Put your customers first

Eavesdrop on what they really think about your service

Take the time to listen to small groups of service users and see the world through their eyes for a change. Use the results to focus on the customer not the service, and see customer satisfaction improve.

Case Study - Anti-Social Behaviour

A series of focus groups were facilitated with very different sections of the community in a London Borough. Some common themes cropped up in several of the groups, despite the demographic differences between the participants in terms of age, ethnic origins and life experience, In particular, there was a shared sense of anxiety about Anti-Social Behaviour (ASB).

It would be easy to take the cynical view that "it's just kids mucking about - they'll grow out of it". But what do you say to the elderly South-East Asian woman who says that she feels perfectly safe living where she does, and then adds: "But of course I don't go out of the front door"?

The focus groups in this case study revealed a widespread feeling that there is little point in reporting ASB because no-one will take any notice. The responsible authorities have now used these findings to establish some "emerging priorities" for Anti-Social Behaviour, including better support for victims and witnesses in the Borough.

This case study shows how allowing people to talk for an hour or two, whilst facilitating the discussion with a few crucial questions, can identify the real issues that concern the public. As a bonus, you'll get first-hand quotes and illustrations that are worth any number of tables. Contact John to find out more about how focus groups can throw new light on your community's issues and concerns.