The Relationship Rating (TRR) is designed to identify potential concerns in your customer relationships. Our consultants work with you to address these issues early, helping to overcome challenges, strengthen relationships, and create long-term growth opportunities. We’re here to assist you, so please don’t hesitate to contact us if you need further advice on customer contacts, ratings, deeper analysis of the results, or support in developing an action plan.

Yes, you will. While a survey with 10-20 questions might seem like a safer option, longer surveys often fail to provide the critical visibility you need. That’s because:

• They take too long to prepare and complete.
• Only around 10% of customers typically respond.
• They gather opinions on various topics, but not necessarily what matters most to your customers.

TRR takes just 30 seconds to 2 minutes to complete, making it quick and hassle-free for your customers, and resulting in richer insights for you. Our global average response rate is 60% across countries, industries and seniority levels.

With a combination of quantitative and qualitative data, benchmarks and insights into your customers’ biggest concerns, you gain not just more data, but better insights.

Our insights and analytics provide an accurate diagnosis helping you to:

• Understand your competitive position
• Identify the factors that drive high or low ratings
• Assess how well you’re managing risks
• Highlight areas that need change or improvement

These insights enable you to make timely course corrections, optimize strategies, and track key themes over time, ensuring continuous growth and improvement.

TRR includes an NPS-like question but goes further by adding an open-ended question that reveals the ‘why’ behind the score. While NPS can be helpful, it provides limited visibility and misses the qualitative and emotional factors that drive feedback.

NPS doesn’t capture key elements such as:

• How a customer behaves around you.
• Whether they’re likely to approve a new project or initiative.
• The likelihood of customer retention and upsells.

TRR combines both NPS-style measurement and behavioural analysis. This allows you to separate symptoms from root causes, uncovering the underlying factors that strengthen or challenge your business relationships.

No problem. You can easily add a customised question to target specific areas of interest.

We’ll also provide a list of strategically crafted questions covering topics such as:

• Competitive benchmarking
• Identifying future customer needs
• Criteria for improving from “Good” to “Great.”
• Performance in key areas such as sustainability or innovation
• Employee engagement and its impact on customer satisfaction

Staff/Employee engagement surveys are anonymous. However, for customer surveys (TRR) we work exclusively with you, not your customers. Allowing customers to express their thoughts openly enables you to follow up more effectively, address their concerns directly, and gain a deeper understanding of each account to strengthen the relationship.

That depends on your business model and needs. Typically, we run The Relationship Rating survey four times a year.

Our client platform combines quantitative data with qualitative feedback, supported by industry benchmarks. This integrated approach ensures that the insights are accurate, actionable, and provide a clear, in-depth view of your customer relationships.

The data is available through the Verity advanced customer platform, accessible on both mobile and desktop. You’ll get a comprehensive view with easy access to global benchmarks, individual account insights, and key data points. In addition, our platform supports action planning, helping you turn insights into strategic, informed decisions to strengthen customer relationships and drive growth.

As you’d expect we take data security very seriously. We are ISO 27001 certified, meaning that we are externally audited on our data security every year. This ensures we have the right processes in place and your data is stored to the highest industry standards.

Verity’s advanced client platform is designed to be user-friendly and intuitive, requiring minimal training. Our consultants, CRM and CIM teams will provide any necessary guidance and support, ensuring that your teams can easily use the platform and make the most of the insights provided.