Service improvements

Well-designed reviews lead to action points and deliverables that drive incremental, or even transformational, improvements in service.

Better client communication

Sensitive subjects can be raised carefully, opening a portal for ongoing constructive discussions between you and your clients.

Service validation

Clients want to know they are getting a good service and value for money. An independent review shines a light on your strengths.

Increased client dependency

The more your business consolidates its position with your clients the more they benefit from the wider team’s sector know how and strategic advice – thus growing the clients’ dependence on your business.

‍‍The benefits of independence

Real learning

Marking your own homework does not promote learning. Ducking controversy is human nature and this applies to your own personnel as well as your clients’.  An independent review removes emotion while being focused on asking the right questions.

True comparisons

Internal reviews can lack structure, limiting useful commentary and comparison. A formal independent review allows for bespoke focus within a framework. You will be able to easily make useful comparisons between clients, teams and dates.

Data rich output

Internal reviews will also generate mixed outputs, be they emails, memos or conversations. There is a constant risk that other matters take priority. A formal independent review includes a comprehensive and timely report highlighting positives, negatives, possible action points and all relevant commentary.

Bias free results

If reviews are created in house, they will naturally be biased by the personal views and relationships of both parties. There is a risk of controversy avoidance or issue skirting, compromising the most useful commentary or results. A formal independent review eradicates innacuracies that personal relationships and bias might cause.

Accuracy

Dependent on the reviewer, with informal or formal internal reviews there is a risk of over and under-emphasis, a ‘conspiracy of optimism’ or mis-placed negativity. An independent review promotes objectivity and detail.

Action

Creating the reviews in house presents a risk of selective escalation; only the most pressing or pleasurable feedback is relayed. And day to day business can get in the way. A formal independent review provides a known output (the ‘report’) highlighting explicit or inferred issues, threats, weaknesses, strengths, positives, and recommended action points.

Our Process