Case Study: Curo boosts customer-centric service development with FlexMR InsightHub

Housing Association Develops Co-Creative Community Panel

Curo, a large housing association and house-building firm based in Bath, wanted to become more customer-centric by creating an engaged community panel that could provide on-demand insight from tenants. Working with FlexMR, Curo aimed to gather feedback on new policies, promotional materials, and service improvements, including responses to the UK Government Social Housing Green Paper.

FlexMR implemented an online community panel on InsightHub called VoiceBox, using tools such as SurveyMR, SmartboardMR, Quick PollMR, ForumMR, and Open PollMR to collect both quantitative and qualitative feedback. The solution helped Curo redesign policies and procedures, improve customer commitment content, and keep track of satisfaction at scale; the business says the insights have influenced organisational and brand development and plans to expand the programme further.

Curo

Nick Paul

Head of Performance & Insight