Just one question
A personalised email with your brand asking:
How likely are you to recommend us?
See a quick example.
Feedback is delivered immediately to the right professional in your organisation, accessible in their private dashboard on any device.
Clients, patients or staff are prompted to add the reasons for their score. This valuable feedback can identify opportunities for improvement or a well deserved compliment.
Ask additional questions
When you are ready, it's easy to ask any additional questions you like. Find out which service features clients value most, seek feedback on price, responsiveness, expertise, and more.
Add staff surveys
We have a simple question for staff – on a scale of 0 to 10, how likely are you to recommend your organisation to friends and family as a great place to work? If you wish, tell us why?
"I would highly recommend NPS and Client Culture to any organisation, as this has been an incredibly invaluable experience for both our clients and our team. Communication should be top priority in any organisation and unfortunately the current and future state of disruption is here to stay and NPS allows you another avenue to listen to your clients."
Kim Kelloway, Head of Client & BD, HLB Mann Judd, Sydney.
A simple loyalty score
Our service includes the Net Promoter System (NPS), the global standard in loyalty measurement and developed by the global strategy house, Bain & Co, and Fred Reichheld.
Compare results by category
You can compare loyalty results by various categories such as client value, client duration, client industry and many more to uncover deep insights into your service delivery.
If you manage staff you can quickly see their survey results in your dashboard, unless you've chosen to begin with Private Mode. Explore variations by division or teams.
Use our platform's ability to ask any questions you like to run periodic pulse surveys exploring themes arising from the net promoter survey.
Compare yourself to industry loyalty averages. Understand where you need to improve.
Learn from our experience
We have experience helping a diverse group of professionals. Learn from our collective intelligence.
"Through their survey of our clients and analysis of the survey results Client Culture have provided us with really useful insights into our business and then, through their recommendations, have provided us with the ways and means to improve and develop our business. Couldn’t be happier with what they have done for us."
Michael Green, Greens List (Barristers),
Close the loop
Our platform makes it easy to respond to feedback, keeping clients and staff connected and engaged.
Reports for detractors. Record a summary of the issues discussed. These can be studied later to identify any strategic service problems.
Managers can use flags, notes and messages to request particular follow-up action on key clients
We have tested templates to help manage tailored responses to promoters, neutrals and detractors on survey results and next steps.
We can provide call scripts and coaching to help guide you through important follow-up conversations with clients. We can also recommend experienced external consultants to provide sales training or run a variety of team workshops.
"A good way of obtaining client feedback which is particularly useful for us as we rely significantly on referrals from past clients."
Gary Yan, Partner,
Coote Family Law, Melbourne.
Social proof of excellence
We have tools to help you promote your improving service levels that make the most of social proof among your networks and the wider community.
With our independent service, potential new clients can trust your client score results. Share links on blogs and marketing materials and LinkedIn networks of your senior team –providing strong evidence of your service excellence.
Social media reviews
For any client that scored you a 9 or 10 the platform can automatically seek a social media review on Google, Facebook or TrueLocal. Reviews are increasingly important as they now impact on your search engine ranking and influence clients when searching online.
Actively seek referrals
Now that you have segmented your client base by their likelihood to recommend, you can focus business development opportunities on the most valuable clients in the promoter segment. We can help you with strategies to approach your biggest fans for introductions and warm referrals to help drive growth in your firm.
Organic growth increase
Loyalty leaders grow more than twice the industry average. Regular feedback enables you to address the issues that keep detractor and neutral clients from enthusiastically referring you. You also improve your retention rate.
"Excellent to deal with. I have already referred them."