Having talked about the many reasons for carrying out a client survey in previous blogs, I recently implemented one for Momentum. It has been four years since I last carried out a survey and I was keen to understand why my clients used me, how they benefited from my services and also if I needed to make any improvements to my service offering.
It’s always a bit daunting to ask for feedback because you’re never sure what someone will say, but I have been bowled over by the positive feedback I have received.
So, first of all, I would like to thank all my clients who took the time to complete the client survey, it is much appreciated.
75% of clients who were sent the survey completed it, with feedback received from each individual firm I work with.
An overview of the client survey feedback is as follows:
Satisfaction from the service received by Momentum
On average Momentum scored 9.73 out of 10, which is great and very reassuring to know!
Why do you use Momentum?
Respondents were given a selection of answers to choose from, as well as providing their own feedback. The key reasons for using Momentum were:
- Knowledge and experience in the accountancy sector.
- The quality of marketing work is very high.
- Saves time so we don’t have to write blogs, emails, newsletters, website content etc.
Additional feedback was also given which included:
- “Another pair of eyes to help review our marketing plans and suggest new ideas.”
- “You understand our business and we trust you.”
What specific results does Momentum achieve for you?
The most popular answers to this question included:
- Generates enquiries with new clients/prospective clients.
- Helps us build better relationships with existing clients.
- Keeps an ongoing presence in our marketplace, so that we can be easily found and contacted.
Respondents also made the following comments:
- “Keeps us on track and accountable.”
- “We are a relatively new start with only 12 months of trading. Vicki almost immediately raised our profile so that the market considered us to be a much more established business which is exactly what we wanted. Thanks to Vicki we have an impressive online presence.”
What does Momentum do really well?
Respondents gave a range of answers, however, the key themes to be drawn from the question were:
- Momentum’s experience and understanding of the accountancy sector.
- Putting in place manageable marketing strategies.
- Generating ideas and helping to make them happen so that firms achieve their marketing objectives.
- Making people accountable so they implement the marketing activities they said they were going to do.
How could Momentum better service your marketing needs?
This is always a scary question to ask in any client survey, but I’m delighted to say that most respondents answered that there were no improvements needed. That said some constructive feedback was given and will be taken on board, including:
- Make follow-up calls/emails in between meetings to see how things are going.
- Provide additional support in terms of producing marketing content for websites and social media.
- Where possible to give an indication of, or provide actual feedback on, responses to different marketing activities and likely ROI.
Reinforcing what Momentum does
In addition to the answers given to the above questions, I have highlighted just some of the positive feedback which I received as part of the survey:
“Momentum help us plan our marketing, implement it and then keep everyone on track to completing it. Vicki has helped us move the business forwards in so many ways.”
Giles Mooney, PTP Limited
“Visits from Vicki keep us focused on what needs to be done. It is very easy to get caught up with the tyranny of the urgent. Vicki cracks the whip and keeps us motivated.”
Vince Edwards, Haines Watts South West
“Because Vicki understands accountancy, we can ask for something to be done and do not have to spend hours explaining why and what. She is extremely professional in her approach and also comes to us with ideas.”
Marianne Barrett-Rogers, Barretts
“Vicki provides clear expertise in her marketing knowledge and strategy to help ensure there is a plan in place and that it is delivered, with the desired outcomes, and ensures I do not get distracted by bright shiney things!”
Tim Andow, Andow Ellis
“I have been working with Vicki at Momentum for a couple of years. She takes her time to understand my firm’s goals and puts an appropriate marketing plan in place to help us achieve them. Vicki is also very supportive and a pleasure to work with.”
Rhoda Cooper, Finch Tax
“Great service, Vicki took the lead on our new website design and liaised with our web designer directly.”
Jo Arnold, JR management Accountancy
“Our marketing effort would lose momentum if you were not there and so your business name is very appropriate.”
Simon Deane, Accountancy Learning
Thanks again to everyone who completed the survey. I feel very privileged to work with such great clients across the country.
If you’d like to find out what your clients think about your service offering, I can carry out an online survey from as little as £300+VAT. To find out more you can get in touch here.
Or, if you’d like to have a no-obligation chat about how I could assist with your marketing, sign up for a free marketing review call.
