July 2020
The past few months have been strange and tough for many. Although it has bought its challenges, the silver lining is that it has given us more time to reflect on our own business.
During lockdown, we’ve used the time to ask our clients, past and present, how they feel about our service. The enforced slower pace has given us a chance to gather feedback and reflect on how we can improve our service.
Having analysed the feedback, we’re feeling very proud and delighted that we have had such a positive effect on so many businesses.
So, what did our clients have to say?
63% of our clients said being ‘results focused’ was KPC’s biggest strength. Like any good marketing and communications consultancy, we always consider the end goal before devising a plan to get there – so we’re really delighted our clients recognise and value our focus on achieving results too.
Following closely behind, clients voted ‘trusted partner’, ‘quality of work’ and ‘creativity and ideas’ as our second biggest strengths.
At KPC, we are of the mindset that marketing that helps your business to grow is not about transactions, but about relationships. Its why we always completely immerse ourselves in our client’s businesses and are not afraid to challenge our clients in order to genuinely help, rather than simply supply.
And we are so glad our clients recognise that too. When asked ‘how far, on a scale of 1-10 (1 low and 10 high) do you feel KPC work alongside you as a partner or team member’, the average response was 9.
In particular, respondents said “I very much feel they are part of the team, striving for our goals as much as (if not more than) we do” and “I don’t feel like I have a business relationship with KPC, they are part of our team and that is exactly what I expect of a supplier!”.
We’re delighted with the results of the survey which highlight how satisfied our current and previous clients are. When asked ‘on a scale of 1-10 (1 low and 10 high) are you satisfied with the service you receive from KPC’ the average response was a fantastic 9.
This also correlated into a ‘great’ net promoter score (NPS) of 56.
Most impressively, however, is that 100% of clients surveyed said they would work with KPC again in the future.
At KPC, we understand that one of the biggest worries and blockers when choosing a new supplier is whether you’ll get value from the investment you are making. That’s why we always work out exactly what our clients want to achieve before devising a plan to get there, ensuring we deliver against their end goal and keeping them regularly updated.
Of those surveyed, 80% felt KPC offered good or excellent value for money.
One of the key things that came out of the survey was patience and understanding. Many of the respondents mentioned patience as a key KPC skill as well as our ability to immerse ourselves in their business and fully understand how they work, what they want to achieve and how to get there.
Thank you to everyone who took the time to fill out our survey. We really appreciate the time taken and the honesty to give us the feedback we needed. We have taken all the feedback on board and we look forward to building on our ideas to make KPC even bigger and better in the future.
