“I knew I wanted more from my previous accountant, but it wasn’t until I met Alison that I understood what I was missing.”

– Harmonea client

BACKGROUND

Harmonea Limited provides affordable, bespoke Accountancy & Bookkeeping services for small to medium-sized local businesses based in and around Buckinghamshire and Oxfordshire.

BRIEF

Alison Harrison, managing director of Harmonea, requested feedback on 10 existing customers in order to improve the company’s understanding of its customer needs.

In particular, Harmonea was keen to understand how well the account manager process was operating and to explore the feedback to potential changes in Harmonea’s pricing policy going forwards.

PROCESS

Harmonea picked 20 customers in order to generate 10 live telephone responses. Matt Wright of Nobleword instituted the following process:

• Introductory email on Harmonea’s behalf – sent out to clients informing them of the customer feedback exercise to be understaken and the fact it would be carried out by Nobleword.
• Undertook the telephone calls: each client was called at least twice in order to generate the 10 live responses required.
• Summary report of customer feedback and Nobleword’s strategic recommendations – this was presented in a 12-page document to Harmonea, 1-week after the process was begun.

OUTCOMES

Here is a small sample of the type of feedback gathered by the Customer Feedback Pathfinder, all signed off by the clients and available for marketing use:

“I originally moved to Harmonea only because my previous accountant of 40 years suddenly retired…I now wish I’d moved to them a lot sooner!”

“Alison talks to you like a human being would do, not an accountant. It’s all too easy to baffle people with terminology and legislation – Alison keeps it simple and practical.”

“I like the fact that Harmonea are a local provider…and I really like the fact that everybody working there has such a helpful attitude.”

Additionally, the strategic insights gathered in the course of the client conversations (which were all transcribed for Harmonea), meant that Harmonea could ‘take the temperature’ first on any mooted changes, and receive ‘early warning’ on any other potential issues out there.

HARMONEA FEEDBACK

“I’m extremely pleased with the results of the Pathfinder report and the positive testimonial comments it generated. This certainly provides us with plenty of new material to put on our website, as well as some interesting strategic insights to ponder.”

– Alison Harrison (Managing director, Harmonea Ltd)