QUALITATIVE
CLIENT FEEDBACK
WITH DEPTH
Many thanks to our wonderful clients, we appreciate you!
OUR BUSY CLIENTS WERE HIGHLY RECEPTIVE TO GIVING FEEDBACK
"The What Lies Beneath experience was very valuable for us as a company. Our clients, many of whom are incredibly busy, were highly receptive to providing feedback to Ange and the team.
As a result of the insights captured, we were able to not only reaffirm some of our strategic thinking but also implement a number of tactical ‘quick wins’ for our customers.
We all really enjoyed the journey that Ange and the team took us on"
Logan Currie, CEO, Cubro
IT WAS SO EASY TO IMPLEMENT IMPROVEMENTS
“I am very pleased we made the decision to work with Ange and Tracy at What Lies Beneath, the whole experience was enjoyable, worthwhile and delivered great value. The What Lies Beneath feedback process has been very insightful. There’s nothing like having confirmation, we don’t know what we don’t know.
Humans crave feedback and being able to hear what our clients are saying with a mindset to improve was powerful. Having someone engaging and engaged to speak with our clients was very effective, rather than someone from a call centre.
The process has given confidence and clarity about what to do next and the whole team is on-board and motivated, and the feedback reports make it simple to implement changes and improvements immediately.
The team feel chuffed with the feedback and are motivated to continue to be even better. We are extremely grateful to our clients for their input, and I have already recommended What Lies Beneath to many others”
Richard Judd, MD - Cirtex
WE ENJOYED THE FAST AND FURIOUS APPROACH
“Thanks guys!!! Really appreciate your work on this. The process was good, we liked the fast and furious approach, it was a good fit for us.
It was a great barometer on how we are tracking and where we can improve, evolve and refine.
We’ve already made a start on some of the actions that were triggered in the session and will make sure we bring this to life”
Morgan Jones, MD - Veros
GREAT INSIGHTS HAVE HELPED US CHART A NEW COURSE
“The feedback process has been the catalyst to reigniting the spark in our whole team, - it's fantastic that there are external providers like WLB to help businesses navigate these chunky things.
The discussion started when we were trying to set up our marketing plan in the middle of COVID disruptions and we were unsure exactly where to target our efforts. The insights from our clients gave us a clear sense of identity and direction - it was gold. We'd been trying to get this information for 10+ years!
The way the insights were summarised and presented in the workshop was excellent and the key insight headings are great too - I read them often! I also loved the informal style - it's engaging, and we’ve decided as a family business this is what we want for ourselves.
We like to get stuck in and get things done, and this process and insights has given us fresh direction and motivation. Overall it helped us see what we needed to do across the whole business and chart a new course, so thanks for this.”
Richard Renton, Director / General Manager, Crestline
FEEDBACK THAT CHANGED THE COURSE OF GLASSLINES
"We are in major growth mode which puts a lot of strain on a business.
Cracks were starting to show, and what hit us hard was we were on the path to copy the very reason our customers jumped to us FROM the competition.
Our whole team emerged from the feedback with a new vigour and full of ways we can each improve how we work"
Jed Malcolm, General Manager - Glasslines NZ
WE CAN’T WAIT TO BE THE BEST WE CAN BE
“The What Lies Beneath team are experts in customer feedback, analysis and action. The service delivered by the team of Ange and Tracey was like nothing else on the market.
It was fast-paced, growth-focused and turned out to be a remarkably enjoyable experience for us and our customers.
I felt it was crucial to have the whole group hear their findings and work through improvements and opportunities together. This all round approach became a real sign of leadership, openness and honesty in the team moving forward.
We can't wait to start working on some of the changes and be the best we can be, not just for our loyal customers but our future relationships too”
Dan Crawshaw,General Manager, WAIPAK
I HAVE MY SPARK BACK
“After 20 years in business, fighting the council every day, I’d lost my way and was just going through the motions. Working with Ange has helped me take control of the business and to lead better. It has given me my spark back”
Allen Juffermans, Owner - Juffermans Surveyors
SCARY BUT CRITICAL TO SUCCESS
"Getting feedback - the good, the bad and the otherwise, can be a scary experience, however it is something we believe is absolutely critical to the success of our business going forward.
WLB dove deep into every aspect of our clients experience so that we can take what we do well and reinforce it. Also importantly taking any experiences that didn’t go to plan and implement change, and in some instances new and improved processes and procedures.
Ange is awesome, the perfect person to really get to the nuts and bolts”
Lisa Buck, Thorne Group
https://www.thornegroup.co.nz/post/what-lies-beneath
A FANTASTICALLY USEFUL PROCESS FOR US
"The feedback gives clarity around frustrations people are experiencing, shows clear areas we can improve the service that we offer, and gives us real ammunition to have conversations with the rest of our organisation. The process was simple, and the feedback is already great value. We anticipate the value will continue to grow as we use the feedback to gain traction on areas of particular importance"
Reuben Fraser, Consents Manager – Bay of Plenty Regional Council Toi Moana
WE GOT WHAT WAS PROMISED AND MORE
"The whole experience was extremely positive, we got what was promised at the outset and more. The process was controlled well, with both our staff and our clients responding positively, in fact clients still tell us how much they appreciated having a say.
There were surprises but at a high-level we knew many of the insights, but the WLB process puts the focus on staff to help them think differently; about the impact they have on clients and how to do things differently and better and our staff are now doing this.
Despite the world changing since the feedback (Covid-19) the information is not stale, it will continue to be relevant and shape what we do for a long time to come"
*We conducted Four Depth Sounders for Patchells, one for each of their business divisions.
Brent Whibley, CEO - Patchell Group of Companies
WE RECEIVED INSIGHTS INTO ALL OUR
BUSINESS FUNCTIONS
“WLB feedback was a really constructive experience for our team. The insights report is brilliant; it breaks down the themes and includes client comments across all our business functions, so we have real information to work with to make improvements across the board”
– Adam Hazlett, Director - Modern Office
THIS INFORMATION IS IMPOSSIBLE TO GET ELSEWHERE
"Ange has a gift for extracting honest information from people, the feedback we received had a lot of depth.
The common themes that came out of the feedback are so valuable, they weren't conflicting either, they were pretty consistent across the board from our clients. A key insight came as a real surprise and we are putting a lot of effort in trying to fix it.
We valued the testimonials, which are always difficult to extract from clients. Getting great testimonials like what we received from WLB would be expensive to get otherwise.
The staff found it very useful to be involved in the second presentation, and it's great because we refer to the feedback often and everyone knows what we are talking about"
Lysaght Surveying, Engineering and Planning
WE CAN'T AFFORD TO IGNORE THE FEEDBACK
“It was overwhelming to hear how much our clients care about us and appreciate the hard work we put into their homes.
But we can't afford to ignore the recurring themes that came from the feedback. It's forced us to stop and put disciplines in place to ensure we keep living up to the promises we make to our clients.
Ange stepped the feedback out so clearly. We know what we need to do now and we're doing it”
Dave Merrett, Director - D&B Construction
IF YOU DON'T KNOW THERE'S A HOLE YOU CAN'T FILL IT
“We loved that the feedback wasn't just a scoping document of things we could achieve in the future. We loved the tangible things; the low lying fruit that we could do immediately. They aren't hard, but if you don't know there's a hole you can't fill it, and the feedback highlighted numerous areas for us”
– Sacha Koster, Marketing Manager, Property Managers Group
CONFRONTING BUT CRITICAL
“
"The experience was excellent, the feedback presented was very deliberate and systematic.Self-analysis can be confronting, but it’s critical to growth.
We are proud and impressed that everyone involved embraced the process with the clear view to making improvements for the future benefit of whanau”
Chris Karamea Insley - CEO - Te Arawa Fisheries
THIS INFORMATION IS IMPOSSIBLE TO GET ELSEWHERE
"We have received such great insights into how our customers view our business. This sort of information is almost impossible to get elsewhere. We will be making changes based on the feedback we have received to ensure we stay a customer-focused business"
Service added to our business: 5/5 stars
Recommend service to another business: 5/5 stars
Alex Haden, Managing Director, Preston Rowe Patterson
THIS INFORMATION IS IMPOSSIBLE TO GET ELSEWHERE
"The independence of feedback is powerful. We are all really busy and have particular focuses, but the feedback cut right across all our lines of engagement and put us all in the same boat.
It was great to discuss things as a team and we enjoyed Ange’s objective leadership during the two workshops"
Jen Scoular, CE - NZ Avocado
STREETS AHEAD OF OUR COMPETITION
“I’ve had contact with three of the clients What Lies Beneath contacted, who are some of our biggest clients. They have all commended us for doing this feedback, and said we are streets ahead of our competition who don’t do anything remotely like this. Our clients found the experience valuable, constructive and very proactive, and I feel like our relationships with our clients have strengthened because of this work”
Peter Moodie, Director - Lysaght
OUR CUSTOMERS WERE STOKED TO HAVE A VOICE
"They listened, interpreted and delivered. The team took time to understand our business and the things we needed to understand. They interpreted this and went to our customers with our needs in mind and delivered a clear slice across the top of our customer facing business.
This will provide a brilliant platform for our strategic planning for the coming year. I was impressed, our team was impressed and our customers were stoked to be getting a voice.
We received validation, we had myths debunked and made some new learnings that pushed our team to think differently about how we turn up in the market place"
Jamie Lunam, GM - Jenkins FreshPac Systems