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I think for us the biggest thing that stood out was how useful it was to do the exercise; often we get some good feedback from our clients and we always ask them to do feedback forms, so we're used to getting good feedback, but it was good to get some things to improve on as well because that's the feedback people often don't give on a normal feedback form; they'll give the good bits but rarely the stuff to do better so that's useful for us. One of the biggest changes we made was to make me take on the role of Client Services. Before we were trying to get feedback from clients but there was no one person responsible for doing that; off the back of that feedback we restructured the business and made sure that all of our clients would get a quarterly review, and that they were made aware that, off the back of their feedback, we would be making changes to ensure they receive an even better service. If we do it again Enquir3 will be the only ones we'd go to.
ReplyEmma, thank you for your extremely positive feedback.
Job Title:Head of Growth & Client Services
Service(s) Provided: Marketing & Sales, Client Engagement
I think the value for us is the fact that we've been able to quantify the value of work that we're delivering, and also get some completely independent, unfettered feedback, so we get some home truths that perhaps wouldn't be delivered to us directly. This has meant that we've been able to put some of those snippets of information into awards that we've entered for customer service, and we won the Brilliance Award for Customer Service,and we were able to use quite a lot of data collected by Enquir3 to do that. We've also been able to feed back to our team about how we're doing as a business and how people feel about the service we provide, and the service of team members, so it's been valuable for internal communication, reassured us where we were doing well, as well as highlighted any problems arising that we weren't fully aware of, and also a bit of a wake up where there were niggles we weren't aware of. We also hoped it might highlight opportunities which we haven't had as much, but it's helped us see where we can do better with our client relationships and what we can do to help them.
Service(s) Provided: Client Engagement
The service provided by Enquir3 was open, friendly, quick and well described. I've got some good testimonials, reassured myself that customers I thought were happy are happy, and I know I can use those testimonials to good advantage going forwards. I really like the video Enquir3 produced and would like to use it on my website and marketing. I was impressed by the speed with which this was carried out, and the professional approach and results. I would be happy to use Enquir3's services again in the future.
Service(s) Provided: Client Engagement Audit, Client Engagement
It's all very good. Enquir3 are very personable, and understanding with great attention to what our requirements were . We were confident that the project would be managed effectively so that we would be able to get the results that we require. Now we have a thorough understanding of what our customers think about stuff and we're able to use that data effectively for the benefit of the business. We are segmenting down our customers into bronze, silver and gold categories so that we can start to invest in our existing customer base as well as new business. It's all excellent. I can't fault it.
ReplyJo, many thanks for your extremely supportive feedback and comments on the overall Enquir3 process. We look forward to supporting you as you continue to develop your client engagement strategy.
Job Title:Marketing Manager
Company:SMARTech energy Ltd
For me it was very quick and efficient. I now have a good idea of what customers think and if there were any issues I would be notified so I could take corrective measures.
Service(s) Provided: Client Engagement, Marketing & Sales
A lot of the feedback we've had has been very good and reinforced what we hoped they'd say, but it's also given us nuggets from one or two clients that we weren't aware of, so it's improved our relationship with them. It's also reinforced some elements of our internal culture and how we do things. I'd used Enquir3 with a previous firm and saw the benefits there of spotting clients likely to leave. The reason I was able to get the budget for it is that it helps to support one of our key aims for this year which is quality of service. So far we've targeted clients we know fairly well or work with comprehensively. I want to target newer clients, and if I'm being frank I'm looking for people who don't like what we do and can give us more constructive feedback to help us deal with what their issues are, and work with them better, or perhaps discover that we're not the right firm for them and we'll be aware they're moving on. Hopefully the former. I like that Enquir3 give us the warts and all almost straight away, rather than waiting until the end of the week to get a summary, which allows me to pass more information on to our team and to make my request to them to go and phone the clients so we can follow up where appropriate.
ReplyJohn, thank you for your positive comments. It's great to see the benefits coming through in terms of enhancing client relationships and improved client retention.
Job Title:Commercial Manager
Company:Abel & Imray
Service(s) Provided: Customer Care Programme
The analysis of the client satisfaction interviews provided by Enquir3 was good - very insightful. The interviews have first of all given us the opportunity to learn from our customers and it also gives our clients a voice, knowing we are listening to them. It is an excellent driver to push for process improvement. Most of the time we know the areas we need to improve on, but the client feedback helps us to explain changes required to staff more effectively, to the point that we use this with some members of the team as part of their KPIs. This enables us to have an ongoing programme of general improvement that we are working on continuously. I can't think of any improvements that Enquir3 could make. We are very happy with the service; it was everything I hoped it would be and more.
Company:Sarsen Stone Group
Service(s) Provided: Client Engagement Audit, Customer Care Programme
What made it different to the others is that Steve sat down with the cohort in a conversational style. When he came in he said he was happy to just have questions fired at him throughout the presentation which made the room more relaxed and allowed the conversation to flow, and for people to challenge ideas, whereas other presenters talked at the cohort which I think gives more opportunity for questions not to be raised. I think the conversation style really worked, especially with the small room we had that day. It was good that Steve's session was steered in the way the cohort wanted. I would say that the flyers that showed stats, and insight into the way that clients behave, was what our cohort would have taken the most. In the slides he had information on how you would publish a testimonial and then a bit more information on how you could get a video testimonial and case studies. I think that brought up quite a few questions so I think a lot of our table weren't too aware of what they were doing with that, so they learnt in that area. We run these events each year and we've spoken to Steve about coming back for future events.
ReplyThankyou for the opportunity and your kind words Sam. I’m very passionate about developing businesses of all sizes and exploring how we can better engage with our clients and feel very proud and privileged to be able to present the topic to equally passionate individuals. It is wonderful to hear that you enjoyed my presentation and hope to work with you again in the future. Steve Darnell
There were a number of people who were apparently available to help with everything that I needed. The benefits of the Enquir3 system were explained several times in different ways so it was very easy to grasp, and they use the phone to communicate which I like. It has shown me how having a live test can increase my engagement with my good clients, and theoretically improve engagement with other clients. Beyond that, if I use the system properly it should bring my client's client's to me. As for my clients, if they use it then it will increase good exposure with their clients, and force them to engage with clients they may not be talking with much. The whole point is to get people to talk to Enquir3, give complete feedback as they can tell Enquir3 any complaints or bad bits, anonymously if needs be, and then processes can be improved based on that feedback to improve the overall customer experience, and hopefully bring in more business. What is really good is the way Enquir3 deal with me; they ring me up and I could leave it to go to voicemail but I don't. If I'm with somebody I will say "Sorry, I need to take this as it's important but I'll tell them I'll call them back", and that should be massively valuable to the guys at Enquir3 and gives them a big 'carry on with what you're doing' It's good because with lots of other people I'll just let it go to voicemail or ask them to text me and I tend not to do that with Enquir3 unless I really have to
ReplyThank-you very much for your superb testimonial Charlie, we are extremely pleased to hear you’ve found the Client Engagement Audit to be positive and beneficial. Charlie McClelland is the managing director of A Strategic Growth Facilitator or ASGF. As a business growth specialist for SMEs, Charlie is hyper aware of the significance of his client engagement, satisfaction and retention as they are themselves contributing factors for business growth and development. To receive his seal of approval is both humbling and reassuring and we will work hard to continue to strengthen our services. Steve Darnell
Job Title:Managing Director
Steve Darnell's presentation about Client Engagement was really good. I don't think we think too much about how we sell to and deal with our clients. The information about best practice was very interesting. Steve was a good speaker, quite charismatic and has good experience in the field. I look forward to finding out more about the tools available and what other start-ups are doing too.
ReplyThankyou for your kind words Devie. I’m very passionate about developing businesses of all sizes and exploring how we can better engage with our clients, so it is wonderful to hear that you enjoyed my presentation and that you found it interesting. Steve Darnell
Service(s) Provided: Client Engagement Audit, Webinars / Workshops
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.
ReplyThank you so much Stephen for your comments. We are delighted to hear you thought the seminar had a professional 'can do' environment and that we answered all questions. We look forward to working with you in the future.
Job Title:Interim Manager
Service(s) Provided: Marketing and Sales, Business Advice
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.
ReplyThank you so much John for your comments. We are so pleased to hear you thought the seminar was positive. We look forward to working with you in the future.
Company:Investment Info Northern Ireland
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.
ReplyThank you so much Paul for your comments. We are so happy to hear you thought the presentations were great and that we had the right mix of people. We look forward to working with you in the future.
Job Title:Business Growth Specialist and National Partnership Manager
Company:Action Coach Bath
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.
ReplyThank you so much Paul for your comments. We are delighted to hear you thought the event was well organised. We look forward to working with you in the future.
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.
ReplyThank you so much Alan for your comments. We are so pleased to hear you thought the seminar was very good and that you would recommend it. We look forward to working with you in the future.
Job Title:Managing Director
Service(s) Provided: Marketing and Sales
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.
Service(s) Provided: Marketing and Sales, Client Engagement Audit
Very organised and efficient service.
Company:Chippendale and Clark
Service(s) Provided: Client Engagement Audit, Marketing & Sales
Enquir3 are very flexible, for example, I've only just given Niki my contacts for July and we're on 25th. She's been very patient about that. We do follow the mantra that Enquir3 gives us; First of all it allows us to get a third party view on how our customers are finding us and raising issues that the customer may not want to raise directly with us. We do take the testimonials and put them on our website and share them on social media, and we look to turn them into case studies where possible, which all gives us persuasive content to get more people to do business with us. As an agency our clients used things like Feefo and Trust Pilot, and I think things like that are good for high volume B to C type situations such as retailers looking for product feedback and to get star ratings in their google ads, but for SilverDisc which has a small number of clients, and takes on clients who are relatively low rate, e.g. our own clients may sell to 500 people a day whereas we've got 50 clients, so in our case as B to B we think that Enquir3 is a more appropriate platform to use. It's higher quality, low volume and that suites us and our needs much better.
ReplyThank you Alan, for your kind words. Alan Perkins if the Managing Director of SilverDisc. We are deslighed to be working with SilverDisc to provide them with a Client Engagement Audit, to help them understand the views of their clients and to identify potential opportunities from people they have previously worked with. SilverDisc is a digital agency providing effective, efficient and scalable marketing for their clients.
Job Title:Managing Director
I think it gave us a very useful insight into the opinions that our clients have of us, and they were probably more honest because they were talking to someone other than us. I thought the process was controlled as we were quite hands off; Other than handing over the list of clients Enquir3 took care of the rest. It's given us an insight as to what clients think about us in a way they probably wouldn't have told us directly. It's also thrown up some common statements from the clients which has given us some action points, not just with those clients, but with others too, enabling us to improve our service offerings based on what they've said.
ReplyThank you, David, for your kind words. David Hailey is the Partner of UHY Hacker Young (Letchworth). We are delighted to be working with UHY Hacker Young and we were especially pleased to be able to help them to gain an insight as to what clients think about them objectively and in a structured manner. UHY Hacker Young (Letchworth) work closely with clients to ensure that their services are tailored to meet your needs with efficiency, accuracy and clarity. Giving you confidence in your finances is their primary goal, whether you are a partnership, limited company, charitable organisation or an individual.
Company:UHY Hacker Young (Letchworth)
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.
ReplyThank you, Joy, for your kind words. Joy May is the CEO of Absolute Works. We are delighted to be working with Absolute Works and we were especially pleased to be able to help them develop a thorough understanding of their service via feedback from their clients. Absolute Works make HR and Employment painless and stress free in much the same way, our team become an inherent part of the day to day running of your business.