Following the success of the previous survey Zest had completed for Inspire they approached Zest again to help them further investigate and analyse their “Voice of the Customer” through telephone surveys to their existing client base.

We delivered the customer experience programme over several key stages;

Customer Experience – We helped Inspire identify their objectives for this year’s survey, enabling us to then define the right survey questions to help them achieve them.

Consultancy - we kicked off with a couple of consultancy sessions helping the team understand their roles and responsibilities and sharing a project plan of key milestones. Once the surveys were completed we were able to offer detailed analysis and both tactical and strategic recommendations to the business.
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Training - Zest also provided training for key Inspire employees to enable the staff to carry out follow up interviews to the initial surveys.

The customer surveys achieved a fantastic 56% completion rate and provided Inspire with a wealth of detailed information, giving them clear insight of their clients’ real feelings towards the Inspire client journey.

Inspire have set themselves apart from their counterparts by offering the clients an exceptional client journey, the results have helped them confirm where they are getting it right, highlight areas of improvement, and allow them to align their future strategies based on the survey results.

The end result has meant the implementation of a CRM system so they can more effectively and succinctly manage their client relationships, a streamlined “on-boarding“ approach adopted for all new customers and the continued development of the “Client Delight” programme. 
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In addition Inspire have produced a fantastic video highlighting the salient points from the survey analysis, they have shared this with their customers with very positive results. It has now given them the foundations to continually communicate additional messages to their clients as they further develop and improve the customer journey.

Warren Munson, Managing Director at Inspire: 
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“Working with Zest Consultancy to conduct our Inspire client survey was an extremely positive experience. The whole project was very smooth and efficient and kept to the original outlined timescale. We had regular support and contact with Zest throughout the project, and consistently felt involved and kept up-to-date with the progress of the survey. 

The training sessions conducted by Zest, improved our skills in not only listening to our clients but also asking the right questions to find out further detail on their opinions and experience with Inspire. 

The results of the survey provided valuable feedback and enabled us to identify whether our own view of Inspire internally, matched the view of our clients externally. Contacting our clients directly after their comments had been made, was an extremely effective strategy which was appreciated by the individual. Inspire were able to assess how we could use our time and resources more effectively across the business to ensure we continue to deliver high levels of service, but also address any changes to our services. 

We are looking forward to completing the survey again in the future and to analyse what the impact of the new initiatives we are now putting in place will have to our score.”