We’re going to be working with an external research agency in January and February to contact our Home Comforts Customers and understand more about their experiences of using the service and their needs. We last did this in 2019 and want to get an up-to-date view of things from a customer point of view, alongside our usual customer satisfaction surveys.
They’ll be talking to 16 customers initially in January by in depth interview and then 200 customers in February 2026 (we have about 2600 customers in total).
Who’ll be contacting customers?
- It’ll be Bluegrass and Feedback research companies, who will be saying they are working on behalf of Karbon Homes.
- They’ll only be contacting active Home Comforts customers, and it is completely voluntary whether they get involved.
- We will only be contacting customers who have given us their consent to survey.
- We’ll be adding a note to the Customer website too.
- Customers who agree to take part in the initial 16 in depth interviews (chosen randomly)
Most customers will be contacted by telephone, with some customers receiving emails where it works better for them. We do not anticipate calls to the Customer Relationship Team, but if any come through, please refer them to:
Kelly Johnson, Home Comforts & Commercial Operations Team Leader, on kelly.johnson@karbonhomes.co.uk
If Kelly is not available, can you please leave details of the customer by email, and she will contact the customer directly.
We recognise that sometimes an activity like this may prompt a customer to want to talk to us more broadly about the service, so Kelly is best placed to help customers with any queries too.
If you want to find out more about the research please contact Diane Dakers on diane.dakers@karbonhomes.co.uk.
We’re going to be working with an external research agency in January and February to contact our Home Comforts Customers and understand more about their experiences of using the service and their needs. We last did this in 2019 and want to get an up-to-date view of things from a customer point of view, alongside our usual customer satisfaction surveys.
They’ll be talking to 16 customers initially in January by in depth interview and then 200 customers in February 2026 (we have about 2600 customers in total).
Who’ll be contacting customers?
Most customers will be contacted by telephone, with some customers receiving emails where it works better for them. We do not anticipate calls to the Customer Relationship Team, but if any come through, please refer them to:
Kelly Johnson, Home Comforts & Commercial Operations Team Leader, on kelly.johnson@karbonhomes.co.uk
If Kelly is not available, can you please leave details of the customer by email, and she will contact the customer directly.
We recognise that sometimes an activity like this may prompt a customer to want to talk to us more broadly about the service, so Kelly is best placed to help customers with any queries too.
If you want to find out more about the research please contact Diane Dakers on diane.dakers@karbonhomes.co.uk.
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