Client Listening Packages

I’ve put together some packages which will help you to better understand your clients. I know that some businesses want to understand the investment required before embarking on their client listening journey so I have set out a number of options below depending on where you are now with client listening and your objectives. These packages are designed for SMEs who would like to place a focus on client listening but don’t have the in-house expertise to do so.  If you’re not sure which is best for you, please do get in touch for a chat.

What’s included

  • Virtual workshop to discuss objectives, agree processes and timescales
  • Net Promoter Score and Customer Effort Score survey
  • Client and internal communications
  • Data analysis and presentation
  • Recommendations for amplifying positive messages and addressing challenging areas

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 measure and improve

Outputs

  • Baseline NPS and CES scores and qualitative insight showing areas of strength and concern
  • Actionable insight to help you improving your scores and suggested next steps for your programme

Timing

1 month

Investment

£1200

 

What’s included

  • Virtual workshop to discuss objectives, interview questions, agree processes and timescales
  • Net Promoter Score (NPS) and Customer Effort Score (CES) survey
  • Bespoke interview questions
  • Client and internal communications
  • Five or ten client interviews conducted over Zoom or telephone, fully transcribed
  • Recommendations for amplifying positive messages and addressing challenging areas
  • For those already running online surveys – review activity and effectiveness

Good for your business if…

  • You want to gain insight into client sentiment, or you’re experiencing some client retention problems and want to uncover what’s going on and mitigate issues quickly
  • You have a number of business areas and would like to to conduct a pilot focussed on one of those
  • You already undertake regular online surveys but would like additional insight in the form of interviews (interview only)

Outputs

  • Baseline NPS and CES scores and qualitative insight showing areas of strength and concern
  • Additional insight into themes around the view of the service delivered by your business
  • Actionable insight to help you to improve your scores and suggested next steps for your programme

Timing

6 weeks (5 interviews)

3 months (10 interviews)

Investment

£1950 for Insight 5

£2500 for Insight 10

Interview only – £1500 for five and £2000 for 10.

What’s included

  • Virtual or in person (depending on client location) workshop to discuss objectives, interview questions, processes and timescales
  • Twice yearly Net Promoter Score (NPS) and Customer Effort Score (CES) surveys
  • Rolling programme of client interviews (5 per quarter) conducted over Zoom or telephone, fully transcribed
  • Bespoke interview questions
  • Client and internal comms
  • Data analysis and presentation
  • Recommendations for amplifying positive messages and addressing challenging areas
  • A coherent client service strategy and values so clients know what to expect when working with you and staff (current and potential) know what’s expected of them

Good for your business if…

  • You want to be known for your commitment to providing an excellent standard of customer service and customer experience. You want client service/experience to help you stand out from their competitors.

Outputs

  • Baseline NPS and CES scores and qualitative insight showing areas of strength and concern
  • Additional insight into themes around the view of the service delivered by your business
  • Actionable insight to help you improving your scores and suggested next steps
  • A documented client service strategy and supporting values

Timing

12 month programme

Investment

£5,000 per year