Customer experience

Shaping the future of the University of Birmingham Library

The University of Birmingham is building a new library which is due to open in Autumn 2016. To inform future developments, Library Services commissioned Alterline to help them better understand their user’s needs, perceptions, experiences and journeys.   A large-scale quantitative survey was completed by 2,360 students, and a series of focus groups were conducted to explore key themes and…
Patient experience improvements

Patient experience improvements

We’ve just finished the ninth wave of patient experience research with the Trafford division of Pennine Care NHS Foundation Trust, systematically improving the way the service captures patient experience feedback across its community clinics and home visits and drives change. The team are using the research to drive real quality improvements across the organisation.  

New project announcement:

Alumni Relations at London South Bank University

London South Bank University’s Alumni Relations team want to position themselves as a key player in delivering the university’s corporate plan. To inform this process, Alterline has been commissioned to help them explore what successful alumni engagement looks like to their internal stakeholders and to better understand and segment their alumni population.

‘We’re delighted to be working with Alterline for this project. Having worked with the team before at other organisations I know they will bring a fantastic level of analysis and interpretation to their findings. There’s a huge amount of potential for us at LSBU to help increase the impact of our alumni in the world and the work with Alterline will help us ensure we’re heading in the right direction. The team ‘get it’ and that’s what makes them a pleasure to work with!’ 

Olivia Rainford, Senior Manager – Alumni Relations

Great Expectations at The University of Greenwich

Great Expectations at The University of Greenwich

Following the success of our first project with the University of Greenwich, we were on campus again at the start of the academic year filming first-year students as they arrived at the start of their student journeys. This 'Great Expectations' project saw the Alterline team filming across London from meeting international students as they arrived at Heathrow to interviewing nursing…
  • IMG_2333
  • Greenich-Blogs-FULL
  • IMG_2420

Follow that student!

“Follow That Student!” is a University of Greenwich initiative focused on continuing to improve the student experience, by deepening understanding of their journey. Our first project with the University focused on assessment and feedback – using qualitative research tools to track, interview and film a group of students over a six week period to hear first-hand what it’s like for them at…
Change the channel!

Change the channel!

Pass the remote…….ah not always that easy. The pressure to move enquiries and transactions away from face-to-face and telephone contact to digital channels has never been greater as public sector spending continues to be restricted. But why are so many people resisting the move? Is it because the web is really the preserve of the young and the middle-class? …………we…
  • 4670285277_a399e570fb_b
  • Hands of Time
  • Hands
  • 2937664443_286cd2100f_o
  • 28293657_00fd13683d_z
  • 2660276398_45618c9600_b

Arthritis Care – Strategic Planning

Strategic planning is an area we’ve worked with clients on since day one at Alterline. We love it because this is, needless to say, meaty strategic stuff! Working with the board and senior management team to re-shape and re-direct an organisation. It fits very closely with what we want to do as an agency i.e. research that drives action, it…