Cause & Affect has created a bespoke online survey platform called GLARE which helps you understand which clients are happy and those that aren’t. It helps your foresee longer term issues through an apathy score and unlocks your clients’ expectations and opportunities for growth.
It’s the perfect test to assess the commercial security of your clients.
To take the GLARE Test, Cause & Affect works with you clients to create an online questionnaire and will provide a full report with recommendations to you.
In addition, the GLARE Test provides your business with industry benchmark data on survey completion as well as how your business compares to the industry average for the GLARE Test.
The GLARE Test Assesses:
Growth
Asking clients about their interest in innovation and new services they would like to hear more about will help your agency cross sell and evolve. It will also help you plan your proposition development and new business strategy.
Risk
If your client is not happy, surely you would rather know so that you can create a suitable action plan to turn these clients around? As the chief executive of your organisation it can also help you prepare for the commercial impact of this client potentially leaving the business.
Loyalty
Understanding what clients are loyal to your company provides you with a good sense of commercial security whilst ultimately identifying what opportunities there are with these clients to evolve.
Expectations
Understanding expectation of your clients is the bedrock of excellence in client service. Providing a formal way to understand this year on year enables you to map performance against expectations and surpass them.
Apathy
There are many clients who fall into the ‘no man lands’ camp. Clients who are likely to give you scores of 7 in client surveys because something isn’t quite right. These clients may not shout the loudest but clients who are apathetic about their agency means that action must be taken to deepen the relationship or they will start to slip into the risk category.