In today’s climate, clients demand the best service more than ever before. When times are tough, clients are more choosy about where they spend their money and they will look for more than simply the best price or product. For businesses to gain a competitive advantage, clients must be satisfied, loyal and most importantly engaged with your business. This presentation provides and overview of how actively seeking and using client feedback can help you to shape your service proposition so that your clients become more engaged with your business. The Customer Feedback Centre makes it easy to deliver a strategic feedback program that will drive referrals, shape your client retention strategy, support your client segmentation process and ensure that your clients become brand enthusiasts…

1. Confirming your client proposition
& generating new opportunities
The Customer Feedback Centre
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2. Why ask for client feedback?
It’s vital to know what your clients think about
your service proposition because….
• A satisfied client will keep quiet
• A dissatisfied client will tell 7 people about
their experience
• A highly satisfied client will recommend you to
3 people
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3. Shape your business
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4. Shape your business
• Deliver the right service
• Gain testimonials & referrals
• Build your marketing strategy
• Measure the success of what you do
• Demonstrate value in your advice
proposition
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©Financial Quality Solutions Limited

5. Ask. Analyse. Act
EVENT DRIVEN FEEDBACK CLIENT SURVEY
• Business as usual • Periodic
• After each interaction • Sample of clients or entire
• Timely & relevant client base
• Outcome driven questions • Broad operational questions
about a specific service about service proposition
• Measures ongoing • Measures overall attitude of
satisfaction with your clients to your proposition
service • Supports your segmentation
approach
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6. A simple process
• Increase response rates
• Reduce admin costs
• A slick, engaging experience for your
clients
• Market your services & generate
revenue
• Responses & scores to analyse feedback
easily
• Action plans to evidence & monitor
success
• A suite of reports
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7. Gather opinions
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8. Using the results
• Testimonials
• Reward
• Referrals
• Focus activity
• Business
improvement
• TCF evidence
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9. Surveys for Segmentation
• Who are your
clients?
• What do they think
about your service
proposition?
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10. Client Segmentation
• Develop your proposition
• Target activity
• Generate more business
• Develop your marketing
• Establish remuneration tariff
• Increase profitability
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©Financial Quality Solutions Limited

11. Use feedback innovatively
Direct clients who provide positive feedback to…
• Twitter
• LinkedIn
• Other Social
Networking Sites
• Your Blog
• Your website
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12. What our users think…
“TCF Centre… is simple to administer and generates clear feedback reports for monitoring.
Our response rate is much higher and the MI clear and useful. I would recommend TCF
Centre to any business that considers obtaining customer feedback central to measuring its
ongoing TCF progress.”
Alex Turco, Director, Positive Wealth Creation Ltd (PWCL)
quot;TCF Centre helps us to view our business fom our clients' perspective”
Chris Glazier, Managing Director, Tom French & Associates
“We see TCF Centre as an extremely valuable tool to help us continually offer our clients the
very best service proposition”
Simon Jackson, Director and Compliance Officer, Towergate Financial Services
“...there is very little effort involved in asking our clients for feedback and that means I can
focus on what the management information is telling me about client opinions”
Graham Cross, Chief Operations Officer, Helm Godfrey Partners Ltd
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©Financial Quality Solutions Limited

13. The Customer Feedback Centre
www.finqs.co.uk 01564 711153
In Commercial Confidence
©Financial Quality Solutions Limited