Getting it right for clients – scoring a 9 on our NPS!

The team at Resonance prides itself on holding up its core values. Of course these revolve around the way we as a team build our skills and knowledge as well as the way we partner with and look after our clients.

When I joined Resonance in August 2021 we wanted to get some clear insight into how our clients were feeling. Yes, clients seem happy. But what were they really feeling?

NPS surveys have their pro’s and con’s but for getting a pulse check on clients it’s an incredibly useful tool. In the spirit of transparency, we wanted to share here what we learned from our first check-in, how we responded, and how that was reflected in the second check-in.

Benchmarking

Our first NPS score gave as an overall mark of 8.75. Annoyingly under the 9 we were hoping for. But close enough we can round it up!

When we asked clients to rate if they’d recommend us – we also asked why they gave that answer and what we could do to make them happier. The praise was wonderful – I’ll take a moment to share that because we have a great team who are doing great work.

What have we done well?

“We've really enjoyed working with Resonance and think the team's greatest strength is newsjacking!”

“Doing good work and making it all easy for us who have no resources for this kinda stuff.”

“Overall output is good, like ethos of team and communication is easy”

“Results, approach/candour, vibe”

Vibe! I like that. And it’s so great to get positive feedback. The team love to hear where they are doing well and it helps to motivate to keep delivering the great work.

But – we were an 8.7, so where can we improve.

Owning the areas for improvement

Client counsel – two focus areas here. Sharing more information and understanding of the broader market landscape. And holding clients accountable for what we need for success.

Interesting points. We meet as a team every day to discuss the news and share what’s interesting. But clearly we were doing the best job of always sharing those insights with clients. An easy fix. We’re rolling out regular “themes to watch” for our clients and ensuring that we’re sharing not just the newsjackable news, but the news of interest.

As for holding clients accountable, the team is working hard on pushing back on things that won’t work, as well as ensuring we’re getting what we need from clients to succeed.

We also need to work on the consistency of delivery. We’re lucky that our clients trust us with lots of extra projects to supplement our ongoing campaigns. But it’s important that everything runs smoothly. So we’ve implemented processes to make sure we are staying ahead of our projects and everything is accounted for on time.

Where are we now

In January 2021 we asked clients again – how likely would you be to recommend us?

And we got a 9!

Not quite enough to round it up to a 10! But we’ll get there.

The feedback this time was so positive. Teams are working as partners with the clients, providing great insights and counsel as well as challenging them with new broader ideas and insights. Consistently excellent work delivered across the board. And recommendations have been made (and won!).

It’s not time to rest though. It’s important that we maintain high standards. And remain transparent. Resonance may be more than a decade old now – but key to success is continuing to innovate for our clients while staying true to the values that make us a 9 (and hopefully a 10 next time!)