Jones Robinson Success

INTRODUCTION

Working with Know Your Market since 2017, Jones Robinson are an estate agency group that knows the importance of delivering exceptional customer experience at every touchpoint and through every communication channel.

Already partnering with Know Your Market to deliver exceptional customer experiences, through Mystery Shopping services, they have also added NPS Monthly Tracker to help them deliver on that brand promise.
"Since the autumn we've been working with Know Your Market to create a simple but effective customer feedback platform for all our clients at every stage of their journey with us.
The results have been invaluable, allowing us to take action, where necessary, to recover relationships that we didn’t know were failing as well as giving us the ability to change our processes to ensure that we continue to adapt to the ever-changing needs and expectations of our customer."

Charles Robinson - Founder & Director

CHALLENGE

One of the key objectives for Jones Robinson is to get very detailed feedback on the performance of each individual staff member on their team to reward outstanding customer service and to identify any additional training or support that may be required.

SOLUTION

Each month, Know Your Market conducts a large volume of concise customer satisfaction telephone interviews with Jones Robinson customers from across their five-branch network. The calls are supplemented with email and SMS data collection to maximise completion rates.

Different groups of customers are targeted based on the type of relationship or interaction they have with Jones Robinson, for example:
  • tenants
  • professional landlords
  • potential vendors after a market appraisal
  • prospective buyers following property viewings
Any customers who have requested not to be contacted for marketing or research purposes are tagged accordingly and anyone who is unwilling to participate on first contact by Know Your Market is also removed from the call list.

Individual reports are sent by email following every completed call with a customer, which the business is then able to act upon immediately.
All staff members receive specific and individual feedback which encourages self-awareness and continuous improvement.

The NPS survey consists of two very simple questions:
  1. How likely would you be to recommend Jones Robinson to friends and family on a scale of 0-10 where 0 is not at all likely and 10 is highly likely?
  2. Please can you explain why you have given that score?
Our interviewers then encourage the customer to provide as much detail as possible, whether good, bad or neutral, so Jones Robinson get very precise and timely intelligence on how their customers are feeling and why.

RESULTS

Know Your Market creates a visual monthly report, bringing together the results of all the calls, to present the overall score for the group, the scores across the different branches, and the score for different departments or touchpoints within the business.

The report also features a staff league table detailing each staff member’s personal score, cumulatively month on month, so they can track their own consistency in delivering excellent customer service and be motivated to improve or maintain their ranking the following month.

A management summary at the front of the report, along with selected verbatim comments and an analysis of frequently mentioned themes or attributes, completes the picture.

The methodology delivers rich, actionable insights for Jones Robinson at an individual and company-wide level.

This two-way conversation with customers reflects Jones Robinson’s core value of open and real communication. Customers appreciate being given the opportunity to express their thoughts and experiences in a straightforward and empathetic manner.

Jones Robinson’s responsiveness in implementing change and communicating back to customers, following the interviews, further enhances their brand equity. 

Alongside that, the simple but effective NPS provides the business with a measurable KPI to form the basis of staff reward and a barometer of Jones Robinson’s commitment to their customers “to help them move on with their lives”.

"Not only have we been able to continually improve our levels of customer service through the Know Your Market platform, we’ve also, from the feedback obtained, been able to directly win business that would have otherwise been lost.

I really cannot endorse this service enough - if you care about what your customers really think about you then you need to speak to Know Your Market."

Charles Robinson - Founder & Director

WE CAN DO THE SAME FOR YOUR BUSINESS

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Net Promoter®, NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

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