Utilising customer satisfaction to grow

We're delighted to again welcome back Bob Blurton as our guest blogger. 

Bob has over 30 years experience working with and assisting financial planners and business owners obtain the most out of business life and reach their goals.

I recently had the pleasure of reviewing the Business Health CATScan Client Survey results of one of my coaching clients.

We had arranged this survey as it had been some years since my client had completed a similar exercise. This would also be the first time my client had outsourced to a group like Business Health - who have over 20 years of experience in this field. 

I should say that I was intrigued to see these results. I knew my client had a great business, good financial results, professional in every way, good staff and loyal clients.

Client Surveys

For those who have not attempted such a comprehensive client survey, there are nine categories covered - ranging from professionalism of business practice, implementation of solutions, service range, communication, and standard of support staff, among others.

Survey Results

• Response rate 44% (ahead of the national average by several % points)
• Overall results well ahead of National averages
• Top quartile rating in 6 of the 9 Key Performance Indicators & second quartile in the remainder
• Over 70 comments made by clients in response to questions – most were very favourable
• Referrals – 88% of respondents indicated they were prepared to refer

Opportunities for Improvement

• Communication
• Implementation

The financial planner and his staff workshopped the survey responses and developed an action plan to make improvements.

Growth Opportunity

It was fascinating to see 88% of clients were willing to refer, however nowhere near that number had referred in the last two years! What an opportunity for the practice!

My client and I worked through this opportunity and developed the following action plan:

• Refine the financial planner’s referral process with clients
• Set objectives around referral conversations at review
• Be more specific about the type of referral they are looking for
• Develop referral profiles to share with clients

What a great outcome! A client survey has enabled the financial planner to focus on and improve processes which will revitalise future business growth!

If this story resonates with you, why not get in contact?

Email me at or call 0488 403 139.

- Bob Blurton
Founder and Business Coach | Your General Manager