Voice of the customer

There is nothing more powerful than hearing first-hand how your customers feel about working with you.  Trouble is, they don’t always want to tell you, and they are probably suffering from survey fatigue, so it’s a challenge.

What do your customers really think?

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Our clients love our independent, voice of the customer service because:

  • Customers often tell us things they can’t tell you about their service experience
  • Customers find it easier to talk than to fill out surveys
  • We record (given permission) our conversations, so that your front line teams can hear what customers really think and feel – a very powerful catalyst for culture change
  • Our team has the skills and experience to find out what is going on in the customer’s business, which enables you to be more proactive.

We deliver our service over the phone or face to face, depending on your requirements.  We will generate the hard evidence to help you drive your service improvement programmes and measure progress.

What gets measured gets done…

  • "Just as I had hoped, their depth of experience added real value by providing us with insights and practical solutions which we would not have arrived at on our own."

    Chris Billington

  • “In a busy firm keeping client experience high on the management agenda is a challenge: Service Reality helped to reignite our passion for looking at our business from our clients’ perspective.”

    Faye Hughes

  • "Service Reality help us to think differently about our brand proposition and how we win new business. They help to bring our competitive strengths and challenges into sharp focus."

    Mark Andrews

  • “It was evident that Service Reality know about legal marketing and were able to represent a high level of credibility.”

    Tim Hastings

  • “Service Reality understand our market and are easy to work with.   They have provided practical recommendations for improving ROI in marketing, and their no-nonsense, commercial approach added value straight away.”

    Michelle Maltby

  • "Their mystery shoppers are authentic and convincing.  Service Reality can effectively audit the more complex legal enquiries."

    Kim Carr

  • “Service Reality’s customer journey audit gave us real insight into how we handle incoming enquiries and has helped us increase conversions by 25%.”

    Ben Cwilewicz

  • "Commercial and straight talking, Service Reality fully understand the unique challenges facing the legal sector.  They have certainly helped us compete more effectively to win new business."

    David Jabbari