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We at EDC were looking to gain some customer feedback as we are growing and wanted to understand where we are situated in the customers mindset. We required honest feedback that would allow us to take a step back and review and recalculate to go forward and further. Equir3 were recommended to us by one of our mentors at Quantum and we haven’t regretted this in the slightest. From the initial introductory call to the follow up call, Daniel was very knowledgeable, courteous, and professional. Niki was also very efficient and thorough in her correspondence and consistent information. We would rate the process 5 out of 5 as we were inexperienced to collating this type of data and Enquir3 made this a very comprehensive and easy project. We were given the itinerary and the process involved and all the parts both we and Enquir3 play. We were given the verbiage to contact our clients in advance of being contacted by Enquir3. Our clients were contacted in a timely fashion and were given the time to speak through our Delivery, Value for Money, our ability to help, our communication and any improvements they would suggest. This gave our clients the time to speak openly and honestly to Enquir3 and gather important feedback for us which has proved invaluable. We would not have gained this insight without Enquir3 and with the weekly updates we were always kept informed. We orchestrated follow up calls with the clients to discuss the feedback and, on many occasions mentioned Jo and how polite, considerate, and professional she was to speak to. The level of communication is remarkable and such a unique opportunity for us to seek this important feedback so we could only rate this 10/10. We look forward to working with Enquir3 again and know we are in good hands.
Name:Client details withheld
Job Title:Executive Assistant
Service(s) Provided: Client Engagement Audit
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
The Enquir3 Introductory Seminar taught me more about the whole process. It is not new to me, but has progressed hugely since the last time we spoke. It was good to meet the other participants and I am looking forward to becoming more involved and recommending this to clients and other Business Advisors.
The best aspect of the Enquir3 Introductory Seminar was understanding the speed, affordability and power of the initial process, which leads to continuous strategic involvement with potential new clients. This is an extremely well organised session that really delivers on the objections that were set for it. I have several clients that I will be introducing this to immediately and I will now be focusing on the Enquir3 processes as an integral part of my business.
The Enquir3 6 Step Workshop was overall a very good day. I shall be recommending this workshop to my network of Business Advisors and the programme to my select number of clients.
What was most apparent for me about the Enquir3 6 Step Workshop was the growing interest from other Business Advisors, the clarity of the proposition and the potential it offers me, in terms of income.
The one thing that stood out the most for me was how great the So What? Workshop worked as a team building exercise, I hadn't expected that. It was also fantastic to discover how much our team really know about the business. The 'Who do you sell to?' part of the process really helped us to clarify and agree on our key focus areas of Wellbeing, (Hair, Health, and Beauty) and Professional Services, for example, Legal Practices, the first is easier to sell to but very demanding, Law Firm are harder to sell to but they are easier to support. The team also concluded that 'Outbound' services is an area we really need to focus on and develop.
Service(s) Provided: Webinars / Workshops, So What? Workshop
The event was a good event. Very informative and displayed the value that the feedback and customer referral package offers. Great value for money.
Reviewing the feedback helped us understand the requirements of our customers, which allowed us to diversify into new markets. We finished the year £50K up on the previous year, and the trend is continuing. Within a week of adding the video testimonial to our website and our listing on the business directory, we had received two substantial enquiries from a local authority regarding conference bookings for the future.
Service(s) Provided: Client Engagement Audit, Customer Care Programme
I attended the workshop in order to gain a greater understanding of the benefits of The Business Improvement Programme, which I achieved. We discussed how to use the really good feedback resulting from the Client Satisfaction Interviews, to help with up-selling, cross-selling and client retention, as well as SEO. There was a lot of great information.
I understand the full extent and value of the client care programme and how it would help law firms specifically to grow their business.
Service(s) Provided: Customer Care Programme
A most useful and very informative approach which provides a detailed appreciation and highly practical application of the business development opportunities arising from client feedback and online reputation-based marketing activities. It will be an eye-opener to many who may not have realised both the fundamental importance and commercial benefits that become apparent. It includes practical advice on implementation and monitoring plus case studies based on real, sector-specific experience. Client feedback tools, an independent client satisfaction survey service and client care improvement programme are also introduced.
Service(s) Provided: Customer Care Programme, Webinars / Workshops