Testimonials

Informed. Focused. Delighted.

Feedback from just a few of our clients

“How our tenants feel about the services we deliver is how we measure our success. We engaged the customer insight specialists at Point Heard to independently gather feedback from our tenants regarding their experiences and needs in dealing with Access 2 Place Housing. Point Heard are expert listeners, drawing out insights that have helped us shape our service delivery for the future. If you want deep insights into how your stakeholders or customers feel about your business, Darrin and Sofi from Point Heard are the team for you.”

Trent Lines, Chief Executive Officer

“As the largest disability services provider in South Australia, Minda supports some of the most vulnerable people in our community. When considering the need for independent feedback from our clients and their support networks, we chose Point Heard because of their unique expertise in independent customer advocacy, supported by lived disability experience. Highly professional, strategic and tactical, the insightful findings by the professionals at Point Heard have helped us shape our short- and long-term client engagement strategy.”

Jo Denley, Board Chair

“The Aged Care system is a complex market with many stakeholders and customers within a multifaceted service delivery model. Whilst Life Care enjoys consistently strong and positive Net Promoter Score feedback from our residents and their families, we wanted to understand more deeply how our customers experience and feel about what we do for them every day, through undertaking qualitative thematic analysis. Point Heard’s team are clearly experts in independently facilitating deep customer interviews, giving our residents and their families the opportunity to be heard and giving our business the confidence that we can meet their needs and expectations, both today and in the future.”

Allen Candy, Chief Executive Officer

“Launched in 2021, the College Grove Care Hotel is a market-leader in aged care services for ECH. It was critical for us to understand from our customers if we were meeting their expectations in service delivery and our expectations in service design. Point Heard helped us independently and intimately understand the experiences our clients and their support networks had throughout the implementation phase of the Care Hotel. Point Heard’s work has given us the understanding we needed to rapidly reach a strong operating rhythm that delights our clients every time they stay at the Care Hotel.”

Scott McMullen, General Manager Innovation and Business Developmen

“Parashift engaged the services of Point Heard to obtain a deep understanding of our customers’ needs and experiences with our services. Their personalised and conversational approach was crucial in them extracting a rich set of insights that could never be achieved through a generic survey.”

Kieren Fitzpartick, Managing Director

“YourPlace Housing engaged Point Heard to help us improve our approach to managing customer feedback and complaints. Their team immediately demonstrated their deep knowledge and expertise in complaints management and were thoughtful and insightful in their advice on how we can respectfully respond to customer concerns and use this to improve our service delivery while also fulfilling a wide range of regulatory responsibilities. Their flexible, engaging approach to working with everyone quickly built our confidence in their ability to meet our needs.”

Geoff Slack, Chief Executive Officer

“LESNW engaged Point Heard to undertake a review of stakeholder experiences and needs as a key input for the Board and Executive in developing a refreshed 5 year strategic plan and review of the organisational structure to ensure that we are meeting the needs of our key stakeholders . The independence and expertise of the Point Heard approach gathered insights that are difficult to achieve from within the business, giving LESNW an excellent platform for renewed strategy and sustainable performance.”