We help firms with their client feedback, so how about our own?

Here’s a behind the scenes of our internal reporting console with last year’s feedback. 

In the open-ended comments, there was useful constructive criticism (which we very much welcome!) We addressed each at account-level but our broader improvement actions this year are to: 

• Provide more clarity on our service offering, along with a breakdown of fees and background of the delivery team (be less ‘mysterious’!)

• Ensure fast and reliable turnaround of reporting (for example, expediting detractor alerts and distribution of interview transcripts) through updated processes and use of checklists.

• Be more proactive in communications: regular progress meetings when projects are live and relationship catch-ups at other times (aiding team coordination and better client understanding).

There were lots of positives in the comments, and at the risk of being boastful, here are a few responses to the question, ‘What impresses you most about Chorus?’

“Responsiveness and friendliness of the team, strong service delivery, the dashboard was very intuitive.”

“Working style - relaxed and approachable but very intelligent, flexible and focused on delivery of results.”

“I want to highlight the interviewing, reporting and presenting points in particular, which I think Chorus do in a way which is second-to-none.”

“Our experience with Chorus was fantastic and the presentations generated some great discussion at partner and director level.”

“The portal has been a great additional resource for us.”

“I found that attending our all-team meeting to present findings to everyone, and meeting us in person was going above and beyond and really added value. I know how hard it is to get buy-in from our wider team and Graham's presentation really engaged everyone.”

That was 2024; we’re now doing our best to impress and earn even better scores!