Jersey Consumer Council

CX – Rental – Impact

Jersey Consumer Council wanted to investigate domestic rental accommodation as almost half of Jersey’s households are currently renting. They commissioned us to carry out independent research into tenant’s experiences, particularly exploring agency costs, rental costs, availability & tenants’ rights.

We initially conducted depth interviews with tenants who had encountered particular issues, in order to get rich, personal insights that helped shape our questions for the focus groups. We ran focus groups with tenants who were in the process of moving or who had moved rental property in the last 6 months. We utilised projective techniques in order to get down to the unconscious so we could understand how the process had made tenants feel, and the immense stress that it had put them under. The groups explored the whole decision journey from deciding they wanted to move right through to the support they received after they had moved.

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The Jersey Consumer Council journey