Know What Your Customers Really Think – and What to Do Next
Do you really know what your customers feel about working with you? Understanding these relationships is a powerful driver of loyalty, retention, and growth.
Our proprietary system, The Relationship Rating (TRR), gives you regular insights into how your key customers feel about your business.
Why you need TRR
Customer retention and growth
A unique combination of consultancy, backed by data, TRR helps you discover where your relationship stands, and gives you the tools to drive focused, effective action.
TRR isn’t simply a valuable B2B metric – it’s a comprehensive customer management tool that equips you to build stronger relationships so that you improve retention and drive growth.
True visibility of risk and opportunity
Traditional Net Promoter Score (NPS) surveys fall short when it comes to retaining customers and driving sustained growth.
You need real visibility — a scalable mechanism for customer feedback and strategic relationship management that defends your business against risk, uncovers opportunities and drives growth.
Our two-question TRR survey delivers that visibility.
Our Relationship Consultants
Leveraging our data, IP and best practice, they provide hands-on support to leadership teams and give guidance on how to interpret and address findings at all levels of your business.
As experts in their field and with years of industry experience, our consultants know first-hand the industry dynamics and pressures of customer management, while also bringing an objectivity and fresh perspective that will help solve even the most challenging problems.
Unlock Relational and Transactional feedback
TRR empowers you to capture Relational and Transactional feedback, both essential to a comprehensive understanding of customer sentiment.
Relational Feedback: Relational feedback is about how you engage. It reflects the quality of connections and interactions – how customers feel about communication, relationship strength, and overall experience with your team. These insights reveal the emotional drivers that foster loyalty and trust.
Transactional Feedback: Transactional feedback is about what you deliver. It focuses on performance and deliverables, covering service quality, financial value, and strategic alignment. This feedback pinpoints where your services meet, exceed, or fall short of customer expectations, helping you make targeted improvements.
By unlocking both relational and transactional feedback, TRR empowers you to deepen customer relationships while continuously enhancing your delivery.
Additional Strategic Insights (ASI)
The Relationship Rating survey is the starting point for analysing how strong your customer relationships are.
But following up with additional questions enables you to dig even deeper.
Our consultants are experts in spotting further opportunities to ask questions that lift the lid on other aspects of customer sentiment.
What could you do to move from ‘good to great’? How could you strengthen your partnership with them? How are you performing in key areas such as innovation?
The Additional Strategic Insights (ASI) is a fully tailored add-on to TRR, with 78% of respondents who complete the two-question TRR survey also providing input to ASI.
Future Fit
For today’s businesses, change is relentless. So keeping a laser focus on the future is just as important as addressing the challenges of the present.
That’s why it’s crucial you know how your customers perceive your readiness to do what’s needed next.
Future Fit investigates that perception, analysing customers’ opinions on how well you are evolving to meet their future needs. For example, is your approach sufficiently innovative? How deep is your understanding of how their business is changing? Do your team have the right capabilities to meet those future needs.
Because it’s no longer the case that you’re only as good as your last job. You now need to be as good as your next one.
Future Fit is available as an add-on to TRR, with an impressive 96% of customers who complete the two-question TRR survey also responding to it.
Facilitating relationship planning to drive growth
1
Account objective
What goals do you want to achieve?
2
Set your narrative
The narrative your customers need to have of your business for you to achieve their goals.
3
Diagnose
What’s the gap between where you need to be and where you are now?
4
Strategise
Identify the precise changes (transactional, relational and mindset) needed to get to success.
5
Tactics & tracking
How will you deliver the strategy? What are the tactics? How will you know you’ve succeeded?
1
Account objective
What goals do you want to achieve?
2
Set your narrative
The narrative your customers need to have of your business for you to achieve their goals.
3
Diagnose
What’s the gap between where you need to be and where you are now?
4
Strategise
Identify the precise changes (transactional, relational and mindset) needed to get to success.
5
Tactics & Tracking
How will you deliver the strategy? What are the tactics? How will you know you’ve succeeded?
Why it works
Here’s why our surveys achieve a 60% response rate rather than the 6% average.
The Relationship Rating (TRR)
- Takes 30 sec – 2 min to complete
- Provides real visibility, with 60% average response rate and feedback from multiple functions and levels
- Gives you a quantitative metric tied to the industry benchmark
- Reveals your customers’ priorities and the experiences at the core of each rating
- Identifies relationship and operational challenges by individual, account and market
Typical customer feedback surveys
- Take too much time to prepare and complete
- Fail to deliver business-critical visibility with just 6-10% response rate
- Give you opinions on different topics but no understanding of what customers care about most
- Provide quantitative metrics but leave you guessing what actions will drive the best results
North Star Relationship Planning
- Strategic relationship planning, designed to get you where you need to be in the long-term – starting with that ambition in mind
- Puts the relationship at the center of the plan as a strategic lever in its own right
- Actively develops the relationship to be in the best shape to achieve your goals
Future Fit Survey (FFS)
- Measures how confident your customers are in your business’s ability to meet their future needs
- Are you sufficiently innovative to meet future customer needs?
- Reveals growth opportunities for new services or offerings
Relationship Training and Workshops
- Developing relationally intelligent teams who can maximise the potential of their customer relationships
- How to strengthen relationships to Active Advocacy and partnership status
- From foundational skills through to masterclasses for high performance
5 Little Words
- Helps you understand the narrative your customers have about you, by asking them to describe your business in 5 words
- Enables you to identify where a customer’s perception matches or misses your ambition
- Can also be run internally, revealing how the narrative within your company matches your customers' perception
Additional Strategic Insights (ASI)
- Takes TRR a step further with customised questions
- Benchmarks your performance against competitors, and identifies specific areas for improvement
- Reveals how customers perceive performance in a specific area, and how to support their future goals
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- The Relationship Rating (TRR) is our unique customer feedback system that goes beyond Net Promoter Score surveys to regularly take the pulse of your key accounts.
- This two-question survey, supplemented by our data and technology capabilities, gives you valuable insight into what your clients really think.
- But knowledge is one thing…acting on it is another. That’s where our consultants support you in using that insight for competitive advantage.
Ready to unlock the power of customer insights to strengthen your relationships and drive growth?
Get in touch with our team to learn more or request a demo.