Are you going to try to steal my customer or give my competitor my customer’s information?
NO. Their information will remain totally private and will never be used for anything other than the survey. We do not solicit customers in any way, nor would we ever provide their data to any other party.
I’m a consulting firm. My reputation is my product. Why would I open myself up to bad reviews?
With any community that invites reviews, a negative rating is a possibility. The good news is that negative reviews, when managed properly, can actually be an asset in sales and marketing efforts, and they can even improve services. Even the best consultants have had an implementation go wrong, a project get delayed, or a cost overrun. All customers have to do is a Google search to see this. Alternately, 68% of consumers trust reviews more when they see both positive and negative reviews. Having a few negative reviews humanizes your brand and signals to buyers that the reviews aren’t fake or being filtered.
As a paid subscriber, you have the ability to comment on reviews (positive or negative) and ensure you are represented in the best possible way. On the flipside, very little exists today that shows objective endorsements of your services. Guiding customers to review your work allows you an authentic, wide platform to communicate great work and attract more new customers as a result.
What exactly are you going to ask my customer?
We ask customers to tell us how likely they are to recommend their partner on a scale of 1 to 10, with 10 being the best. This is the NPS, the Net Promoter Score. It tells you a lot about a project if the customer would recommend a provider to their peers.
Was the project properly scoped?
Did the consulting partner understand the client’s overall objectives and goals? And, did the consulting partner properly understand what it would take to complete the project? If the project is properly scoped, it means most importantly that the project achieves its objectives, and also that there are fewer change orders, fewer delays, and less panic.
Was the project on budget?
Everyone wants to know that a project won’t cost more expected than promised, so we ask end-users whether the project was on budget, under budget or over budget.
Was the project on schedule?
We’re asking end users to tell us how the closely the schedule compared to expectations. All projects are different, so we’re not asking how long the project took overall, but how long it took with respect to the plan, whether that was for a two month project or a two year project.
Was the team as promised?
We all want to know whom we’re going to be working with and whether or not they are qualified. A contributing factor to all of the KPIs is the composition of the team executing the project. If a partner promises you a good mix of experience and expertise at the right price, but you get a bait-and-switch it is likely to impact whether or not the partner can deliver on-time, on-budget and on-scope.
