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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.
Name:Jose Hamp
Company:Sarsen Stone Group
Date:05/09/2019
5.05
Service(s) Provided: Client Engagement Audit, Customer Care Programme (CCP)
 
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.
Company Comment:Thankyou 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
Name:Devie Mohan
Date:11/06/2019
4.35
Service(s) Provided: Client Engagement Audit, Workshop (End User), Steve Darnell, Client Engagement, Business Advice
 
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.
Company Comment:Firstly Helen, thank you for taking the time to give us your valuable feedback. We’re looking forward to working with you and your clients in the future and to tailoring our service to exactly meet your needs. Helen Forsyth is Find a Creative Pro’s Strategy Director. Find a Creative Pro is a team of creative and marketing professionals with a proven history of success. Their no-nonsense approach and eye for detail ensures their client’s marketing results in increased sales. Find a Creative Pro commissioned Enquir3 to carry out engagement surveys with two clients. This process has helped Find a Creative Pro identify areas of weakness within their clients’ operations which can now be addressed. With this intelligence, Helen and her team can develop the necessary strategic marketing plans and provide an increased ROI (return on investment) to her clients.
Name:Helen Forsyth
Job Title:Strategy Director
Company:Find Creative Pro
Town:London
Date:25/03/2019
5.05
Service(s) Provided: Marketing and Sales, Client Engagement Audit, Client Engagement, Business Advice, Marketing & Sales
 
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.
Company Comment:Thank you for providing us with your valuable feedback Rob. Rob Perks is Chief Executive of Inspire; the Wessex Association of Chamber of Commerce. Rob and the highly experienced and committed team at Inspire are dedicated to connecting and supporting businesses within their network. Their business strategies and events are of a very high standard and are extremely useful for companies with a desire to grow. Rob, thank you so much, your words of support and encouragement, are really appreciated.
Name:Rob Perks
Job Title:Chief Executive
Sector:Chambers of Commerce
Company:Inspire
Town:Trowbridge
Date:25/03/2019
4.85
Service(s) Provided: Client Engagement Audit, Workshop (End User), Client Engagement
 
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.
Company Comment:Thanks for your feedback Catherine, its highly appreciated by us all at Enquir3. Catherine Jenkins is the Business Development Director and owner of Maxx Design, a fantastic, multiple award winning digital creative design agency based in Berkshire. They have a team of seasoned experts who are clever, creative and will work side by side with you to get the results-driven marketing solutions that are the life-blood of your business. Catherine, thank you very much, your words of support and encouragement, are really appreciated.
Name:Catherine Jenkins
Company:Maxx Design
Town:Newbury
Date:25/03/2019
4.55
Service(s) Provided: Client Engagement Audit, Customer Care Programme (CCP)
 
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.
Company Comment:Thank you for your comments Heather, its very beneficial and rewarding for us to hear back from our clients. Heather Start is an employee benefits specialist and the Director of Gemelli Employee Benefits, who offer flexible, tax efficient ways to help employees and employers with in-house tailored Employee Benefits packages to suit culture and business objectives. Thank you again Heather, we really appreciate your words of support and encouragement.
Name:Heather Start
Town:Wood Green
Date:25/03/2019
5.05
Service(s) Provided: Client Engagement Audit, Customer Care Programme (CCP), Referral Mastermind Groups, Website Developers, Workshop (So What?)
 
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.
Company Comment:Sean Farnell is a Partner with Multi-award winning Chartered Accountants and Business Advisors, Burgis & Bullock. Most accountants focus on financial history, Sean and the team at Burgis and Bullock focus on the future; the growth and prosperity of their clients. Sean, thank you so much, your words of support and encouragement, are really appreciated.
Name:Sean Farnell
Company:Burgis & Bullock
Date:25/03/2019
5.05
Service(s) Provided: Accountants, Client Engagement Audit, Customer Care Programme (CCP), Website Developers, Client Engagement
 
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.
Name:Ian Bennington
Job Title:Director
Company:Part Two Design
Town:Belfast
Date:25/03/2019
5.05
Service(s) Provided: Client Engagement Audit
 
For us, it was a big decision relying on Enquir3 as a third party to engage directly with our clients and I was a bit skeptical to start with, but Dan put my mind at rest and we ended up getting some really fascinating feedback. On the whole, the comments were really positive, but there were also some improvement suggestions that were useful to go back to the team with. It made the negatives easy to discuss and the people have reacted better here because it wasn't me saying it, it was our clients, through an independent third party, so that was definitely more efficient. We are a manufacturer and work to the ISO9001 quality system standard, so how we book things in, schedule things for customers etc - we have a whole system for what we do and how we do it. In 2015, they added potential risk, which means we need to risk assess our internal and external potential risks as well. Part 9.1.2 details customer satisfaction - how you interact with clients and identify potential risk, so this ties in really well. So for example, an identifiable risk within customer bases might be poor delivery time, so you would need to have a strategy for improving that. As we're so busy, it's easy to get lost in the day to day running of the business, which makes this really valuable for highlighting what needs to be worked on. Every company that is ISO9001:2015 accredited needs to prove client satisfaction now, so this is a really efficient way of doing this.
Name:Duncan Game
Company:IEW
Date:19/03/2019
5.05
Service(s) Provided: Client Engagement Audit, Client Engagement
 
The service provided by Enquir3 was very professional, and it was very efficient. Particularly when it comes to the one survey they did for the team; it was first class and gave us some very invaluable insight into the team which has influenced how we do things.
Name:James Mallender
Company:The Legal Director
Date:28/01/2019
4.55
Service(s) Provided: Client Engagement Audit
 

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