Many thanks to our wonderful clients, we appreciate you!

Our clients rate us 5/5 stars on the Regional

Business Partner Network 

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

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

WE HARDLY HAD TO DO ANYTHING!

"You made it so easy for us, we are all so busy all the time and this didn't require much work from us at all.
We liked hearing the individual voices of our clients, it was like we had the proof so that all the recommendations at the end made total sense.

I loved the bite sized pieces in the report, so we could digest it. We have all read the report, I have read it several times. I like the hard copy version most, I write notes all over it, bend over pages and use it as a workbook.
Sheree Merrett - Marketing, D&B Construction

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

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 recieved 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 accross 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 unseful 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"
Fiona McKenzie - 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 tantigle 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, Property Managers Group

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

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

"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
Anonymous feedback via the Capability Voucher Funding website

WE ARE 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

IT WAS NICE TO HEAR THE THINGS WE DO WELL

"Getting feedback was a great decision. Thanks to their process, we learnt more about our customers, discovered opportunities to expand our offerings to better serve our clients – and it was also nice to hear about the things we do well, and the reason customers decided to work with us in the first place! Because they are impartial and objective the level of information they were able to gather was invaluable. What Lies Beneath specialize in client feedback but their insights have helped us across the board"

Dan Necklen, ex-Owner - Likeable Social Marketing

ANY BUSINESS, WHETHER AT A CROSS-ROADS

OR IN GROWTH MODE, WOULD BENEFIT

“I know how much work goes into gathering in-depth feedback so I believe we got excellent value for money. The insights and ‘Guts’ at the end was what I was really interested in but I appreciate having the full client transcripts to refer back to. Any business, whether in growth mode or at a cross-roads, would benefit from using What Lies Beneath”

Janine Macdonald, Managing Director - Braincell Creative

GOOD VALIDATION IS CRUCIALLY IMPORTANT

“It was a big deal for the Venture Centre to outsource this work given our limited budget. We put a lot of trust in Ange but it has definitely paid off! Good validation is crucially important for start-up companies to nail right from the get-go. I really loved the structure of the report, and the ‘Guts’ is an excellent jumping off point”

Jo Allum, Co-Founder/Director - Venture Centre 

A POSITIVE AND CONSTRUCTIVE EXPERIENCE FOR THE TEAM

“This has been a positive and constructive experience for the team and we recommend WLB to businesses wanting to improve their client service”
 
Gavin Frost, General Manager - Beca Tauranga

FAR MORE EFFECTIVE THAN DOING IT YOURSELF

“Angela’s personable approach, professional communication skills and strong initiative allowed us to gather client feedback independently – far more effectively than we could have achieved ourselves. Our clients had a lot of valuable input to give so we are pleased they took the opportunity to have an objective and thorough discussion about what we do and how we do it”

Carley Nicholson, General Manager - Outsource IT

WE WILL MODIFY HOW WE MOVE FORWARD AT A STRATEGIC LEVEL

"A pleasant surprise was hearing from clients the improvements we’ve made since the 2016 feedback Ange did for us. I knew we had improved but hadn’t realised how much - it’s a testament to how spot-on the recommendations from WLB are! We haven’t had to make any immediate changes since getting this latest feedback as it’s more an evolutionary change, but we will be modifying how we move forward at a strategic level”
Jamie Lunam, General Manager - Jenkins FreshPac Systems
(after their second round of feedback)

WE PRAISED OUR STAFF FOR THE

FANTASTIC JOB THEY ARE DOING

“It feels great to have this feedback, because now we have the power to act on it. And it was also fantastic to be able to praise our staff as we heard first hand what a fantastic job they are doing.
We used WLB for our own business, and frequently get them to do feedback for our clients. The customer and employee insights and the brand elements that comes from the feedback are remarkable”
 
Grace Harris, General Manager - Fuel Agency
 

WITHOUT THIS FEEDBACK THE WHEELS

WOULD HAVE FALLEN OFF

“We are in major growth mode which puts a lot of strain on a business. I am convinced that without this feedback our wheels would have fallen off. 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 Ltd
(second testimonial some time after the feedback)
 

IT MADE US THINK ABOUT OUR DIRECTION

 “The openness, detail and verbatim of the transcripts was valuable and the common insights gathered from our clients has made us really think about the direction we are taking the business. I would encourage other companies to gather feedback in this way”
Peter Edwards, Director - VisionLab

BEING INDEPENDENT WAS A REAL BONUS

“What Lies Beneath being independent was a real bonus. A common theme identified in the feedback surprised us and we’ve since rectified it.  The process from start to finish was simple to understand and the suggestions in the report were easy to put into practice straight away. We would definitely recommend What Lies Beneath to others”
Craig Peters, General Manager – Hume Pine

WE HAVE CHANGED THE WAY WE INDUCT CLIENTS

"We engaged Angela to gain a greater insight into what is working and more importantly – what we could improve on when working with our clients. While we have always valued client feedback the level of insight gained by using someone independent far exceeded feedback we had received in the past. As a direct result of this work we are actively changing the way we induct clients into their first project with Cucumber to ensure we start as we mean to go on – delivering an exceptional customer experience. Angela was a pleasure to deal with throughout this process – so much so that we have built this feedback loop into our standard business process to continue to improve as we change and grow"
Clare Swallow, ex General Manager - Cucumber Digital Solutions

WHAT LIES BENEATH

© 2018 by What Lies Beneath

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What Lies Beneath works with clients throughout New Zealand.

 

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CONTACT

ANGE WALLACE

Founder | Client Feedback Firebrand 

 

Phone.

021 636373

 

Email.

ange@whatliesbeneath.co.nz

 

Location.

Harbour Drive,
Otumoetai, Tauranga