Easy to use visual tool revolutionises how firms’ action feedback data.
London, UK, 28 October 2015, Meridian West and Questback today launched Compass, a next generation client feedback platform designed specifically around the needs of professional services organisations. It meets the growing need for legal, accountancy and real estate firms, to listen to clients and link their responses to business objectives.
Compass collects feedback from clients and employees, and integrates the results with financial metrics. This enables real-time, data-driven, decision making by providing an up to date picture of satisfaction and performance, displayed through a simple to use, visual, and scalable portal that can be tailored to individual managers and their roles.
Compass makes it simple to drill down to more detailed information, by service, sector, region or profitability of individual clients; and alerts managers to potential problems early, enabling remedial action to be taken. By providing real-time insights from clients and staff, it enables organisations to identify the practical steps that will protect revenue at risk, reduce write-off, and identify cross-selling opportunities.
Previously collecting and collating different feedback and data sources has been a time-consuming, manual operation. Research carried out by Questback in 2014, found that over a third (36%) of companies not planning to integrate customer and employee data blamed technology, stating that it was too complex for their existing departmental systems to cope with. Compass changes this, automating the process and reducing the time, cost and complexity of taking data and making it usable.
One company seeing value from this approach is multinational professional services organisation TMF Group.
“This approach has delivered enormous benefits for TMF Group. Two years ago we didn’t have a customer feedback programme, today our programme covers 80 countries. The key to our programme is technology. Without a feedback portal I wouldn’t be able to run the feedback programme with a team of just two people,” said Ian Bennison, Marketing Operations Director, TMF Group. “Because we are a fast growing business, the portal has enabled us to better understand how we can improve our delivery across our offices. The
early warning system has allowed us to address client concerns very quickly and ensure we meet their expectations, this will safeguard our revenue and help us grow our bottom line.”
Compass is built on Questback and Meridian West’s complementary skills and long standing partnership. It incorporates Questback’s leading enterprise feedback management and reporting technology, combined with Meridian West’s unrivalled experience and understanding of client feedback programmes in the professional services sector.
“In increasingly competitive markets, professional services organisations understand that they need to be more strategic about how they gather and act upon client feedback,” said Ben Kent, Managing Director, Meridian West. “Compass provides the platform to achieve this, bringing together client, employee and financial data in a single, visual dashboard that allows them to make high level, data-driven decisions based on real-time information.”
As well as highlighting immediate areas of concern, Compass provides a wide range of further benefits. Through its analysis tools, managers can compare team performance to company averages, showing areas for improvement through training and adoption of best practice. Compass also makes the collection of client testimonials faster and easier as real-time satisfaction can be seen at a glance. By providing a cost-effective, closed loop method of collecting and acting on feedback, Compass supplements face to face client reviews, enabling these meetings to be used for more strategic, longer term discussions.
“Whatever industry you operate in, listening to clients and staff, and acting quickly on their feedback, is crucial to success,” said Paul Barnes, Managing Director of Questback UK. “Our partnership with Meridian West demonstrates how the combination of our technology and its market knowledge can help professional services companies to build a closer understanding of their clients and employees, and take action to ensure they retain talent and revenue.”
About Meridian West:
Meridian West is a leading research consultancy that helps professional firms and financial institutions to become more client-centric and drive lasting change in their business. We enable firms to better understand the needs of their clients, uncover growth opportunities, and create sustainable and profitable relationships with clients.
Meridian West designs and delivers world-leading client feedback programmes, thought leadership campaigns, and coaching and training initiatives that support firms to develop professionals fit-for-the-future.
Questback is Europe’s leading supplier of solutions for Enterprise Feedback, Social CRM and online surveys – web-based services for building relations through gathering, analysis and follow-up of business critical information. Questback’s customers improve financial results by increasing satisfaction and loyalty among customers and employees. Questback
was founded in 2000. The company is headquartered in Oslo, Norway. It has subsidiaries in six countries and a presence in a total of 19 countries.
For more information: