10 days, fast insight, real action.
Our starting point is designed to unlock fast insights to help your business identify initial opportunities. We speak with a selection of your current and lapsed customers, assessing satisfaction levels and repurchase intention, or reasons for exit and likelihood of returning. We provide you with the information you need to drive customer satisfaction, loyalty and growth.
30 days, full picture, concrete plans.
For a wider view of your business, we work with you to design and execute customer and employee surveys, allowing us to build up a complete picture of revenue risk, service friction and growth opportunity. We then provide you with a concrete action plan of our recommendations, so you can achieve maximum benefit from the project, achieving fast ROI through the identified opportunities.
Ongoing support. Our team, your resource.
We provide an action plan, then work with you to agree the activities you require specifically for your business. Then, we deliver on your behalf so you achieve maximum benefit. This isn't about corporate fluff or flowery PowerPoints, this is rolling up our sleeves to ensure you understand and retain your customers, improve your processes and win back slot customers.
We are customer relationship advisors, dedicated to helping you understand your customers and retain them. We provide voice of the customer, voice of the employee and branded or white label surveys, complemented by years of expertise to help you understand your key stakeholders' views. But we go further - we don't just deliver analysis or insight, we roll up our sleeves and help you keep your hard won customers.
By providing you with the insight derived from views of your people and customers, we will help you identify friction in your processes, issues with your products or services, or opportunities for innovation and growth. And, for Partner clients, we will become your support team, talking with at-risk or lapsed customers, to gather their feedback, improve the relationship and ideally retain and re-win them.
As part of our standard offer, we are able to support you in three different ways:
Kinvale branded surveysBranded sub-domain
We provide three levels of support.
Baseline is a fast, 10 day project to help you understand your customer experience. This normally generates 2-5 action points that can be implemented immediately to improve your servoce.
Kinvale 360 is a full customer and employee experience programme, where we go deeper and expose wider opportunities and issues. You will gain a detailed report, including concrete actions you can take to develop your business.
Partner is our ongoing support service, where we become and extension of your team. This isn't a typical agency approach though; this is sleeves rolled up, in the trenches with your team, speaking with your customers and fully understanding your business to help you grow.
Within both our Kinvale 360 and Partner services, we provide ongoing comparisons, so you can track changes over time and see where your business is improving or where your stakeholders believe it needs to improve.
Kinvale was born out of 25 years in the customer service and sales operations arena, and an unshakeable belief that customers and employees are what powers a business. Having conducted hundreds of surveys with numerous providers, several themes are clear in the market:
