In previous blogs we have outlined the benefits of measuring customer feedback in business. This is crucial for professional services firms and B2B businesses, who rely heavily on client relationships for ongoing work. Receiving feedback from those customers can be invaluable for building relationships.
However, often simply asking for feedback is not enough. Beaton research shows firms who respond to or follow up on the feedback have the most satisfied clients. For many busy professional services firms, finding time to monitor and respond is most difficult. The feedback is very often collected anecdotally over coffee or phone calls. If any record exists, it is often stored in a poorly accessible or difficult to navigate system.
These issues make feedback hard to keep track of, store, and analyse in an overarching sense for the wider business. Understanding what your clients think becomes more difficult than it needs to be.
This article explains how Beaton Debrief solves these issues by offering firms an easy-to-navigate dashboard system for collecting and accessing feedback.
It’s a consistent and systematic way to regularly connect with clients, and demonstrate we care about and are listening to their views and priorities.
The best way to collect customer feedback
Beaton Debrief’s online dashboard system was developed to store B2B customer feedback in an easy-to-navigate, clickable system.
The customer feedback dashboard is a key benefit that ensures firms can view feedback easily and sort or sift through it, and act on improvement opportunities. Simply log in, filter for areas of service and types of clients, to drill down into your team’s strengths and weaknesses.
Many B2B businesses already using Debrief tell us it’s the best way to collect customer feedback.
“It’s a consistent and systematic way to regularly connect with clients, and demonstrate we care about and are listening to their views and priorities.”
– Kim Trajer, Chief Operating Officer, McCullough Robertson – read full case study here
Having a consistent set of metrics means you can draw comparisons across your firm and over time.
A systematic approach to feedback analysis
Beaton Debrief’s online dashboard ensures you won’t “miss” the broader picture of what clients are saying about your firm. The clickable dashboard organises feedback in a way that enables users to easily see and understand their Net Promoter Score (NPS) across the business, as well as drill down into more detail in specific areas that are of interest to you.
For example, with a few clicks you can view how clients rate your different areas of service and compare them. You can also observe how client satisfaction ratings and NPS change (if at all) at different points in their relationship with you. They can be measured at onboarding, in the middle of a project or after completion. The dashboard system enables you to focus on key areas for improvement and strategically allocate resources to areas that need it most.
“[We value] being able to slice and dice the data for practice and industry groups, and offices, and use that to drive change.”
Consulting engineering firm Harrison Grierson identified “data collection and analysis” as one of the key benefits of the online dashboard, as well as:
- Better communication with clients before and after the survey
- Identifying and acting on pain points
The firm commented on how the ease of access to client feedback through Debrief promoted an increased focus on client relationships firmwide. By using the Beaton Debrief online dashboard to share the results broadly, you help encourage buy-in to improve service from all employees involved. In the firm’s words, they noticed:
- Better project manager engagement with Debrief and the survey process.
- Wider employee awareness of the client feedback program
Flag and respond to negative feedback
One of the key features of Debrief is the alert system that instantly notifies businesses when they receive negative feedback. This puts a red flag next to the particular customer in the dashboard system, as well as triggering an immediate email notification to the user.
The email alert will notify you of the negative feedback as soon as a client sends it. This enables you to respond immediately and possibly save the relationship by communicating with the client. Without Debrief, it may take weeks or longer for you to receive that feedback through a traditional survey, which usually requires an urgent and immediate action.
“[We value] being able to identify in ‘real time’ if there is an issue and being able to proactively address it with our client.”
– Kim Trajer, Chief Operating Officer, McCullough Robertson – read full case study here
View, download and click through a free trial of Debrief’s online dashboard by signing up here. Or, get in touch with any of our Beaton partners to have a conversation about how we can tailor a Debrief solution for your business.
Regular client feedback at your fingertips
Use our platform, Beaton Debrief, to collect client feedback and act on it in real-time with our interactive dashboard. Sign up for a free trial today.
