Feedback

Everything is so smooth and easy to do; I just have to send an email with details of who we want feedback from and it's just done. For the cases we've had it's been about the case studies for the BMG mastermind group. It's helped us to obtain the feedback that we needed from these clients in an impartial way so that we get an honest answer. In general everything has been pretty positive. The results confirm that what we're doing is the way people like it to be done.

There were lots of interesting and quite dynamic presentations. The thing that particularly stood out for me was the opportunities around the Virtual Finance Director. I went for a whole range of things, but mainly to find out more about Virtual Finance Director and Risk Dashboard I came away with a whole range of opportunities in terms of business advisory.

It was a very professional 'can do' environment and I enjoyed that. That's the best way to sum it up. It was very positive with people who had the answers to any question you may have.

Everyone who attended was very positive about the entire process. Everyone seemed to be there to get something out of it that they could use with clients etc.

Apart from the great ideas and the four presentations, which were excellent, it was more the network and the "lets make this happen" attitude of the people. It was the right mix of people that are going to make things happen.

I liked the quality of the people in the room; there were potential partners for me. The event was well organised so that people were encouraged to network. I got nine good contacts, as either clients or partners, out of a room of twenty plus people.

The whole day was a background of the various tools that were available and I thought it was a very good overview. I'd certainly recommend it to Business Advisers.

Enquir3 interviewed our exhibitors at the Corsham Business Show to gauge client and delegate satisfaction levels of the event. The infographic and the word cloud generator provided were great. Using a numerical score system on the reporting system gives a nice average of what's good and what needs working on, plus the further information was very useful. Enquir3 provide independent, really good information to take back to the board and the council enabling discussion about any improvements required to structure future events. As a result of the interviews conducted we will be overhauling our marketing, taking more time to plan the event, and advertising the speakers and workshops two months earlier. Our effort will be focused on reassuring future exhibitors of the audience and working to re-engage the exhibitors from this event.

I think what was good was that Enquir3 did everything for me. I didn't have to get involved in any of the chasing. Enquir3 made it easy. It's early days but it's nice to have been able to have the feedback from our clients and it's benefited us in that we know we are doing a good job; It's given us some confidence.

Enquir3 carried out a Client Engagement Audit for us. What I really liked is that they are friendly and professional people who use a measured and organised approach, and understand how they can add value to a clients business. Working with Enquir3 has provided three main areas of benefit 1) We received positive customer feedback in the form of testimonials that exceeded our expectations. 2) Where customer feedback has generated constructive criticism there has been enough information provided to enable us to act on this, and improve our relationship. 3) This has enormously helped members of our team to feel more confident about their relationship with their customers. Members of our team now feel empowered to have that conversation and be more proactive with their clients. The client facing people in our business are fee earning accountants, not necessarily natural sales people, so that kind of ammunition is really powerful for them.

Enquir3 deliver a really responsive and reliable service and it is an invaluable resource for EFM. The Enquir3 team, in particular Niki and Jo, are very responsive, if I can't get through to them, the central hub team are really helpful as well. They are always really positive and helpful. We publish the client testimonials Enquir3 receive on our website. Thanks to Enquir3's really excellent service contacting our associate's clients as an independent third party, they obtain unbiased, balanced feedback we can add to our website with the positive five-star commentary. This helps boost our associate's profile, and Enquir3 also create other materials, for example case studies, news items from the testimonials; basically really valuable content, not just for our associates but also for EFM as a whole. Feedback is now a core part of EFM’s Client Engagement process. At the beginning of every month I contact four or five EFM associates for a list of their current EFM clients, i.e. those they've been in contact with or are working with for one to two years, send details to Enquir3 and that’s it. Niki and Jo who makes the calls do everything else, and in two to three weeks we receive high quality feedback from Enquir3 as an independent third party. We use the feedback to continually review client satisfaction and our overall deliver processes. In the multiple choice questions our clients score us from one to five for things like service, communication and value. It has helped us change processes, for example how we communicate to our clients, and how we communicate with our associates. We help our clients improve their finances and we have been able to use Enquir3’s service to show them how they can increase their fees. By using client feedback, in some cases our clients have been able to increase their price by as much as 25%. Client sentiment regarding how valuable the service is gave our client the confidence boost they needed to ask for the price increase.

Enquir3 made it easy for me as a consultant to recommend the client engagement process to my clients, because of their level of understanding; the fact that they know what they're doing and they can demonstrate easily how it would benefit us. I was able to reassure my clients that Enquir3 make it really easy for them not to fail, from the ease of the system, to the ready-made templates, someone is there to hold your hand all the way. We have completed two projects so far and they have both been completely different experiences. One client already knew they had a problem but had no evidence, but as a result of their client satisfaction interviews their clients told them, and they then had to act. The customer had over-promised on customer service and knew they would be under delivering, and as a result of the client research they were able to pare back what they were promising, enabling them to focus more on their market differentiation which they can fulfill, rather than throw everything at it. The other project largely came down to customer service. They definitely knew they weren't fulfilling the needs of their clients, but they were not sure of the impact that was having on their business. This client research helped them realise how detrimental their current logistics and operational structure was, which meant these aspects were then nudged up the priority list and enabled them to have more grasp on the changes necessary. We all know the devastating effects unhappy clients can have on a business, but it helps greatly to be able to study the evidence in order to provide the solutions required to change. I specialise in strategic marketing for clients i.e. ROI, which you can't do unless you have a full understanding of why customers buy; which makes this data analysis absolutely critical. This is the key mapping tool that I need to work effectively with my clients.

I think the main thing was the way that Enquir3 got to grips with what we were trying to achieve, and advised on the structure of the call that we should make, and that sort of thing. Just getting the grasp of what we wanted. Everything worked to time; We got everything when it was scheduled and didn't have any delays which was good as well. Just getting some useful insight from our customers so that we can make changes to our service based on the result, which we have already put into action. I think it all worked very well. Having Enquir3 come in and present the reports to our team was good as well as it got the whole team engaged in the feedback.

The client engagement process have proved extremely benefical. To have the statistics, to say that 91% of our customers are happy with our services, is great. That's a nice figure to bandy about. We've been able to use some quotes taken from our clients in testimonials or references. It's also highlighted areas of strength but also little niggles so we could make sure that people are happy with our service in it's entirety and that they're not just keeping their niggles to themselves.

Fantastic Masterclass!The main thing I came away with was that, while marketing is important, we have lots of existing customers and we should spend time understanding what they want and need, and being more proactive in developing our relationships with them. I gained ideas as to how we can build our current relationship with our clients. If people have had really really bad service they'll tell you, or if they've had really really good service they'll say something, but the ones in the middle often don't bother, but if you talk to them it can be really good to get those insights. Thanks again.

Enquir3 Client Engagement Audit was simple to implement and proved hugely beneficial. The feedback provided great insight and it was also nice to get some positive vibes in the office for our staff. One or two improvement suggestions meant that we could go back to our clients and have more dialogue, which made discussing new business a lot easier.

The whole Enquir3 process is pure genius. It is entirely logical and makes total sense. As soon as Burgis and Bullock have the full system operational with our testimonials and case studies working on our website, we aim to introduce it to our clients.” “Finding out what clients think, working to maximise retention, referrals and cross sales and automating ‘Marketing’ as far as possible is a total no brainer, I love it.

It was well organised. It was a great day, well worth attending I took lots away from the event. I think I came across four business systems that will help my business a great deal, but the main thing is it will help my business as it's helping other people's businesses be better which is a win win situation all around; it will create more business for the providers and for the clients it will help.

The presentations were good and I also think, from a personal perspective, the people in the room were of interest to me from a business relationships standpoint. I wanted to meet some new connections and learn a bit more, and I certainly achieved that.

I thought it was all very professional and the communication, mostly with Niki, was always very consistent; she was sending all of the emails, and the communications that I was promised all came on time. Everything was as per what I had been told; it was just the professionalism of the whole thing. There was no dropping the ball at all, about anything. I used Enquir3 on a recommendation, and advice, from John Green who recommended that I do it in order to get an insight into what our clients really thought of us, rather than making assumptions, and he had told me we would get that. I was sceptical at first because I didn't think I needed to ask them, but it was extremely useful as some of the insights were confirmations of what we do and how and why, but there were subtleties about the service and how we do it that we found enlightening, and that I don't think I would have found out about if we hadn't done it through a third party. The way in which it's benefited us is that John Green did a debrief with me in detail about honing in on the three to four absolutely key observations of our clients that came through, that we needed to take action about. He took me through it personally, so the benefit really was that I was then forearmed for my next meeting with those individuals. I obviously thanked them for taking part, but then had to acknowledge with them in our next meeting that I'd taken cognisance with their feedback and was able to debate with them on the points they felt needed attention; it exposed some strengths in many long term relationships which you don't get in day to day dealing as they're concerned with getting on with projects. You get more depth, especially with such a professionally conducted survey. A lot of people do Survey Monkey type things, but they don't really get to the crux at all. Certainly my clients were impressed with the depth, and the level of professionalism, that Enquir3 demonstrated in their interview technique.