1500 clients have something to say.
This national financial services organisation, looking to list on the Australian Stock Exchange, wanted to really understand what their clients really thought about their products and services. Additionally, it wanted to better understand how their internal client advisors were seen in the marketing place.
In conjunction with management, Perception Mapping designed a customer satisfaction survey to help identify how current clients perceived the existing product range and services as well how future products might fare in the marketplace.
Using Perception Mapping's online personalisation feature, each client advisor was able to send a personal invitation to their client list. Each client took aproximately 10 minutes to complete the survey, with a little over 1500 clients participating.
The end result was "an excellent insight into how clients perceived our products and services, plus valuable feedback as to how we can better satisfy current customers". Additionally, individual advisors were coached through their personal performance feedback and valuable training opportunities were identified.
Start a discussion with Perception Mapping to find out how we can help your organisation.
*Case study is a true version of the events, although for privacy reasons, clients' identity has been withheld.