Client Listening Packages

 

How often do you ask your clients ‘how are we doing?’

Knowing exactly what your clients are looking for and how they feel about your service means taking the guesswork out of your client experience, marketing and business development strategies.

Because I believe that client listening is for businesses of all sizes, I’ve developed a platform, with a choice of packages that simplify the process of capturing feedback. The packages are a cost-effective option for smaller businesses and those starting out on their client-listening journey.

Both package levels give you immediate real-time insights. Flexible and fully scalable, so you can start small and upgrade as your business grows and requirements develop, they enable you to capture feedback via two methods:

Firstly, through an outbound survey to gauge your clients’ views of your service and performance against your brand promise and secondly, through being able to upload ad-hoc feedback from emails or other client conversations. The Impact package allows you to add comments and findings from up to three external sites, e.g. Facebook and/or external review sites such as Google Reviews and Trustpilot, and you also receive more in-depth insights and an enhanced understanding of client needs from the interviews I conduct with selected clients.

All results are fed into a user-friendly portal which features a number of dashboards to help you identify where you’re doing well and which areas require attention. The dashboard also shows your Net Promoter Score (NPS) performance (read more about the NPS here) and how you’re living up to your brand promises in the eyes of your clients.

If you would like to find out how we can work together, please use this link to book a discovery call with me.

Baseline

What’s included

  • Programme set up
  • A bespoke URL link to the survey you send to clients
  • Ability to capture ad-hoc feedback from clients
  • Access to the portal containing your results and insights which gets regularly updated (every 24 hours)
  • Recommended six month action plan

Good for your business if…

  • You don’t currently have a feedback programme in place and would like to establish a baseline from which to start measuring and improving

What you’ll learn

  • How well you’re living up to your brand promises
  • Your NPS (net promoter score) breakdown
  • The emotions your clients experience when dealing with your business
  • An overview of what you’re doing well and the areas to improve

Investment

£125 per month/£1500 per year

or £1350 per year if paid upfront

Impact

What’s included

  • A bespoke URL link to the survey you send to clients
  • Ability to capture ad-hoc feedback from clients
  • Access to the portal containing your results and insights which gets regularly updated (every 24 hours)
  • Quarterly reviews to discuss your results and recommend actions
  • Ability to add data from up to three external sites (e.g. Google, Facebook, Review Solicitors, Trust Pilot)
  • 5 / 10 in-depth interviews (additional one-off set up cost)
  • Ability to add your logo to surveys (small one-off cost)

Good for your business if…

  • You use external review sites and would like to be able to view all your feedback data in one place
  • You’d like additional insight in the form of interviews

What you’ll learn

  • How well you’re living up to your brand promises
  • Your NPS (net promoter score) breakdown
  • The emotions your clients experience when dealing with your business
  • An overview of what you’re doing well and the areas to improve
  • Additional insight from social media, review sites and in-depth interviews

Investment 

Impact with 5 interviews per year

£400 one-off set up cost

£2500 per year

£2250 per year if paid upfront

Impact with 10 interviews per year

£400 one-off set up cost

£3500 per year

£3150 per year if paid upfront.