Client reviews & satisfaction studies
Most professional organisations have conducted some independent research among their clients with the most forward thinking running ongoing programmes. At Gracechurch, we believe that damaged reputation and poor/ inappropriate service are two of the most significant risks that our clients face and we therefore aim to establish two benchmarks in our client satisfaction process:
- "What effect might poor service have on our reputation?"
- "What effect might this have on the way we deal with our best clients?"
The Gracechurch approach is carefully planned and professionally executed. Topic guides - which set the ground covered in the interview - are developed in close conjunction with you, so that they answer the truly important questions. Data is analysed in a thorough and rigorous fashion to present results in the most objective light. Interpretation is carried out by people who have extensive knowledge of your sector. Conclusions and actions are collaborative and ensure a commitment to understanding the findings or buy-in to action. We will help ensure the success of your client review and satisfaction programme because we can assist you with:
Further outputs include:
- A fully charted presentation of the key findings of the research - "warts and all" - to an appropriate internal audience
- A short management report summarising the key findings
- Any urgent issues which are uncovered during the interviews will be fed back as soon as they arise
- A summary of each respondent interview
- Optional action sheets detailing each (attributed) interview
Ensuring buy-in
Our experience with most research projects is that it is highly advantageous to involve senior opinion formers and influencers within our client's organisation, from beginning to end. They should be involved in helping to frame the research, right through to the final report, enabling them to discuss and understand the findings.
Many good research projects have failed to deliver optimum value to firms because early buy-in was not achieved. Thereby undermining the results and the credibility of the research. We would strongly recommend an initial stakeholder workshop to flush out these issues.
Maintaining enthusiasm
An internal team discussion of client perceptions, key service issues and how the firm may improve service levels will have the following advantages:
- Shaping the research towards the most fruitful areas
- Creating impetus and enthusiasm for the project
- Initiating the development of firm processes to streamline implementation timescales and avoid flagging enthusiasm
Matching the outputs to the business' objectives
In our experience, client research always needs to be placed firmly in the context of the ongoing business development programme. It is crucial therefore, that there is a clear view of how the results are going to be used, to enable all relevant information to be idetified and ensure that the outputs are provided in the most useful format.
Many of our clients use this type of research to kick-start a formal key client programme and we have seen, in practice, how such programmes can have a major effect on client retention and development.
If you would like further information on this service, please contact one of our directors.
Related information
- Understanding the market
- Setting direction
- Developing business
- Implementing plans
