Risk Evolves
the value in customer research.
ISO 9001
evidence, pointers to improve services and a rich source of testimonials.
the context
Risk Evolves is an ambitious, growing risk management consultancy. To show it achieves the compliance it advises clients on, it follows the ISO 9001 standard, which means understanding whether it meets client requirements. It also wants to be recognised as a thought leader, and that means knowing it’s exceeding expectations, not just meeting them.
the challenge
Honest feedback is hard to get. Survey responses are low and offer limited insight, and research done in-house is compromised by the mutual wish not to offend. Independent, anonymous qualitative research offered a way to meet ISO 9001 and track progress towards exceeding client expectations.
what we did
We advised on a cross-section of clients to approach and prepared a question guide. We arranged each conversation, reminded respondents of its purpose and that their feedback would be anonymous, and kept the conversations open-ended so unexpected topics and individual views could come through.
the results.
- anonymous conversations, so clients could be open
- 7 themes reported, from style of service to competitor comparison
- testimonials attributed only with each client’s approval
We reported on style of service, performance, areas for improvement, reasons for choosing Risk Evolves, comparison with competitors and whether clients would recommend them, with quotes throughout.
The qualitative approach is key. We’ve always said that we want a long term relationship with a client and don’t see them as just another ‘transaction’. If we did a multiple choice Trustpilot / Google type review, that’s transactional. Taking the time to want to listen to their feedback, I think, shows that we value and want to invest in the relationship and aren’t taking it for granted.
Helen Barge, Managing Director, Risk Evolves
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