A Stockport based accountants and business advisors has taken proactive steps to increase their service levels.
Hallidays, based at Kings Reach, follow their own example by looking, listening and taking action to grow business and increase their client satisfaction levels.
Client satisfaction scores reported via a quarterly survey are a major influence in measuring Hallidays performance against pre-determined key indicators.
Managing director of Hallidays Nigel Bennett explained the importance of using surveys to grow business:
“At Hallidays, we understand how important it is for businesses to maintain high levels of service and regularly review feedback from their clients.
“To remain competitive, it is vital to measure the ‘key numbers’ within your business. By identifying where you are now and where you want to be you plot a course. To keep on track, it’s crucial to evaluate your progress so you can easily see where you need to take action to achieve your business goals.
“Some of Hallidays’ key performance indicators (KPIs) are our clients’ satisfaction scores. Each quarter we invite a sample of our clients to score elements of our service out of 10, which we then convert into a percentage. We’re delighted with our latest annual scores, which continue to show how well we are meeting their needs.
“Our survey is also a great way for us to involve our client with shaping our services for the future. By listening to their comments and taking action we tailor and evolve our business to meet their changing needs.
“Every month, our whole team meet to review our Business One Page Plan which focuses on the measures that matter most for growing our business, including our clients’ happiness. We celebrate our successes and identify any areas where we need to take action to drive our business forward.
“One area we have focused on improving is proactivity, by introducing new approaches and ways we support our clients and help them to grow. We are very proud that we have raised our score from 85% in 2014/15 to 91%, meaning that on average our clients scored us 9.1 out of 10 for our proactivity in saving them tax, helping their business and helping them personally!”
Hallidays can offer a wide range of support including a Business Growth programme to give businesses the tools needed to grow you and your business.