MyCustomerLens, a leading provider of client intelligence solutions for professional services firms, has announced the launch of Feedback Intelligence, providing businesses with a one-off, deep dive into their existing client feedback data from multiple sources.
The new software product builds-on the Glasgow-based company’s existing ‘always on’ client listening services.
By identifying trends and blind spots, and providing bespoke actionable recommendations, Feedback Intelligence helps professional services firms understand better what their clients think and feel about them.
Launched in 2017, MyCustomerLens is an always-on client listening platform that aggregates information from multiple sources – including client interviews, feedback forms, operational data and unsolicited verbal and email comments – and uses artificial intelligence (AI) to identify themes and trends to provide a clear, easily-understandable picture of client sentiment.
Co-founder and CEO Paul Roberts said Feedback Intelligence has been specifically designed to help firms with multiple sources of feedback data, but who are not yet ready to invest in an always-on client listening programme.
Tracking changes in client perception over time by analysing historical data, the software helps professional services firms to uncover hidden insights to improve client experience, brand perception, and to identify growth opportunities.
It also pinpoints what is driving positive and negative client experiences and it highlights areas for improvement and consistency.
Findings are delivered through interactive dashboards, with summarised reports and recommendations.
Roberts said: “Many firms are sitting on a goldmine of client feedback data, but they don’t have the time or resources to properly analyse it.
“Feedback Intelligence helps firms to unlock the full potential of their data and to identify actionable insights that can be used to drive growth and improve the client experience.”
One of the key benefits of Feedback Intelligence is that it can help firms to identify the drivers of high and low client satisfaction, according to Roberts. This information can then be used to develop targeted initiatives, to improve the client experience.
He said: “For many professional services firms, one of the key things is being able to see how their clients perceive and experience their brand, compared with how those firms are publicly presenting their brand and values.
“Feedback Intelligence allows them to compare their brand promises with the reality of client feedback, and to identify any disconnect. This is important because, when brand promises are not met, you get frustrated clients, which undermines your ability to get testimonials and referrals.”
Feedback Intelligence, which is available to firms of all sizes, can also be used to track trends in client feedback over time. This information can be used to identify areas where the firm is improving, as well as those where further attention is needed.
MyCustomerLens recently supplied the new product to accountancy firm Grant Thornton, who used it to analyse the company’s existing client feedback data and transform it into actionable insights.
Roberts said: “The collaborative nature of the engagement allowed Grant Thornton to ask further questions of their data and leverage MyCustomerLens’ expertise for ongoing improvement.
He added: “We work collaboratively with clients throughout the entire process. We don’t just present them with a finished product and disappear.
“We work with them to understand their specific needs and challenges and ensure that the insights are actionable and relevant to their business.”