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

What would it mean to you to know how your clients are feeling about your service? My platform simplifies the process of capturing feedback, meaning you know how well you are delivering for clients at all times. It is completely scalable so you can start small and upgrade as your business grows and your requirements develop.

It enables you to capture feedback via two methods. Firstly, an outbound survey to gauge your client’s view of your service and performance against your brand promise. In addition, you have the ability to upload ad-hoc feedback from emails or other client conversations.

If you utilise external review sites such as Google reviews or Trust Pilot and/or collect feedback on Facebook, you can add in the comments from these platforms too. And if you’re looking for a deeper level of insight, I’ll conduct some in-depth interviews with your clients which will give you an enhanced understanding of their needs and expectations.

Your results will feed into a portal which features a number of dashboards which help you to easily identify what you’re doing well and which areas need attention, show 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.

My own background is in client listening for accountancy firms. I have worked in-house for Deloitte and BDO where I was responsible for their ‘exceptional client service’ agenda. Whilst I was at BDO, the firm was ranked as the leader for client service among its competitors.

I have ‘been there and done it’ – I have not only listened to clients but devised and implemented ways to improve the client experience and communicated those both internally and to clients and the wider market.

“Anna knows what she is really good at (client listening) and focuses on that – no consultant creep on her part – and is an absolute pleasure to work with.” Peter Kane, MD, The BD Consultancy

We can work together in a number of ways, the below table sets out a couple of packages I’ve put together for you. They are flexible and scalable so that you can easily start gathering valuable, and actionable insight and then add to your programme when your business grows.

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

What’s included

  • Programme set up
  • A bespoke URL to send to clients which links to the survey
  • Ability to capture ad-hoc feedback from clients
  • Access to the portal containing your results and insights, updated overnight
  • Recommended six monthly 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 measure and improve

Here’s what you’ll learn

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

Investment

£125 per month/£1500 per year

or £1350 per year if paid upfront

What’s included

  • Programme set up
  • A bespoke URL to send to clients which links to the survey
  • Ability to capture ad-hoc feedback from clients
  • Access to the portal containing your results and insights, updated overnight
  • Quarterly reviews to discuss your results and recommended actions
  • Add in data from up to three external sites (Google, Facebook, Review Solicitors, Trust Pilot etc)
  • Five or ten 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 have utilise external review sites and would like to be able to view all your feedback data in one place
  • You would like additional insight in the form of interviews

Here’s what you’ll learn

  • Additional insight from in-depth interviews
  • The public perception of your brand on social media and review sites
  • How you’re living up to your brand promises
  • Your NPS (net promoter score) breakdown and how your score is tracking
  • The emotions your clients experience when dealing with you
  • An overview of what you’re doing well and areas for improvement

Investment 

Impact with five interviews per year

£400 one-off set up cost

£2500 per year

£2250 per year if paid upfront

Impact with ten interviews per year

£400 one-off set up cost

£3500 per year

£3150 per year if paid upfront.