At In-Form, we’re proud to be a trusted partner for organisations across the homelessness, housing and wider charity sector. Each year, we ask our customers for their honest feedback to help us understand how In-Form is supporting them and where we can continue to improve.
The 2025 Customer Survey shows clear signs of growth and satisfaction across our user community, with more people than ever sharing their experiences.
Strong results: In-Form continues to support impactful work
This year, 93% of respondents agreed that In-Form helps them evidence outcomes more effectively (118 out of 126 respondents).
That’s an increase from 85% in 2024, showing that more customers are finding real value in how In-Form helps them demonstrate impact to funders, commissioners, and stakeholders.
Similarly, 87% of respondents said their current In-Form system meets their organisation’s needs, up from 78% in 2024.
These improvements reflect the continued development of In-Form, our customer support, and the shared effort across our customers to get the most from the platform.
“Flexible, user-friendly, reliable system. Customer support is second to none.”
“It’s an essential part of our day-to-day work and helps us maintain organised and effective projects.”
Growing satisfaction and continued confidence in In-Form
In 2025, 9 in 10 respondents said they would recommend In-Form to others, a clear sign of the confidence and loyalty within our customer community.
We were especially encouraged by the detailed feedback shared, which shows just how much customers value both the In-Form system and the dedicated support team behind it.
How In-Form makes a difference
Across the survey, customers shared how In-Form supports their work in meaningful ways:
Reporting and data analysis
In-Form’s reporting tools help services track outcomes, evidence impact, and meet funder requirements. Many users highlighted how reporting supports strategic planning and continuous improvement.
Case and client management
Customers rely on In-Form as a secure, central database for client information, from case notes to support plans and outcomes, ensuring teams have a complete view of each client’s journey.
Monitoring and oversight
Managers use In-Form to oversee service delivery, track staff activity, and ensure compliance, making it easier to maintain quality standards across services.
Centralised information hub
For many, In-Form is a “one-stop shop” for data, helping to reduce duplication, improve communication and keep information accurate and accessible.
Efficiency and organisation
Teams told us that In-Form saves time and helps them stay organised, allowing them to focus more on delivering frontline support.
What we heard about improvements
As always, honest customer feedback is vital in helping us grow and improve. This year, 63% of respondents shared areas where In-Form could work even better for them. The main themes were:
- Reporting and data management – Some users find report building complex or unintuitive.
- Customisation and setup – Customers want greater flexibility to adapt forms and fields to their unique processes.
- User adoption and training – More training opportunities would help teams make the most of In-Form.
- Data management – Simplifying duplicate record management and streamlining workflows are key areas to explore.
We also noted that Essential customers reported lower satisfaction overall, while Enterprise and Enterprise + Rent customers gave more positive feedback about their experience with In-Form. This gives us a clear direction for where additional support and development can have the greatest impact.
Taking action together
Customers told us that further development (28%), additional training (14%), and connecting with other In-Form users (10%) would help them get even more from the system.
Our Customer Success Team are available to provide advice and guidance to help customers get more value from their systems;, ensuring we continue to strengthen relationships and provide tailored help.
To enhance community engagement, we also trialled an in-person User Hub in October for customers who prefer face-to-face interaction. With our annual conference remaining online, this in-person event provides a perfect balance, allowing users to meet, share best practice, and explore how others are using In-Form to drive impact.
We’re committed to creating more opportunities for our community to connect, collaborate, and learn from one another.
Continuous improvement, shared success
We’re grateful to everyone who took the time to complete this year’s survey. The feedback- both positive and constructive, helps us evolve In-Form in ways that truly support our customers’ missions.
As one respondent put it:
“I have worked regularly with your support team… it is amazing how much In-Form can be developed to meet our needs. Your support team are very clever what they do and the customer service is second to none.”
This captures exactly what we strive for: a partnership built on trust, collaboration, and shared commitment to improving services for those who need them most.
Looking ahead
In response to the survey feedback we plan to help with and prioritise the following areas:
- Support with reporting through: webinars and better feedback loops
- Ease system navigation through: investment in product development and top tips in the monthly newsletter
- Promote available features through: more product updates and focused surveys.
With these steps, we are committed to making In-Form even more effective, intuitive, and responsive to the needs of all users.
Together, we are shaping a smarter, more responsive In-Form, one that helps you deliver better outcomes, evidence your impact, and spend more time supporting the people who matter most.
“Using In-Form has made us more efficient and given us the ability to spend more time supporting our residents and clients.”
