£3.4m framework saved from re-tender.
International engineering consultancy
Know what your
clients really think.
We speak to your clients on your behalf and find out what they really think of working with you. Then we tell you what to fix, where you could win more work and which relationships need attention.
- Spot risks earlier
- Find growth opportunities
- Understand your relationships
- Protect your revenue
Inside a Chimney Report.
Case studies
£900k of new work from existing clients.
Independent B2B marketing agency
“We thought we knew our clients. Our Chimney Report showed us our biggest account was close to walking, and exactly what to do about it. We kept the work.”
Harry O’ConnorFounder & CEO, VoodoochilliWant to know where you stand with your clients?
Talk to usWhy someone independent?
What your team hears
“Yes, everything’s fine.”
What we hear
“The work is good, but we’ve had three project managers this year. And the contract is up in the spring.”
RiskTeam changes are putting a renewal at risk.
What your team hears
“We’re happy with the service.”
What we hear
“They’re fine. But another firm keeps bringing us ideas, and they don’t.”
RiskA competitor is getting closer to your client.
What your team hears
“Nothing else we need at the moment.”
What we hear
“We’re starting a big retrofit programme. I didn’t know they did energy work.”
GrowthThere’s new work you could win.
Illustrative examples.
Who we work with
Industries
- Professional services: law, accountancy, consulting
- Engineering, construction and property
- Marketing, creative and communications agencies
- Technology and IT services
- Manufacturing and industrial suppliers
- Financial and business services
Who we usually work with
- Managing partners and CEOs
- Commercial and client services directors
- Heads of key accounts and growth
- Partners and directors who own big client relationships
When it’s most useful
- A big contract is up for renewal or tender
- You’ve lost a client and still don’t know why
- You want more work from the clients you already have
- New leadership wants an honest view of the client base
- Your satisfaction scores aren’t telling you much
Common questions
Have a question that isn’t covered here?
Talk to usThe service
Is this just client interviews?+
No. Interviews are at the centre, supported by a short scorecard in every interview and your account leads’ own view of each account. Together they show what clients think, what matters most to them and where your view differs from theirs.
How is this different from a client survey?+
A survey gives you a score. We find out why clients give that score, what they’re planning and what would change their view. Then we tell you what to do about it, account by account.
What do we receive?+
A findings report covering every account and your client base as a whole, a prioritised action plan with owners, and a findings session with your leadership team. The example report above shows the kind of findings to expect.
Can we repeat the research?+
Yes. Repeating the research shows whether actions are working and how each relationship has changed.
Your clients
Which clients should take part, and how many?+
It depends on your client base and what you need to learn. Most programmes focus on the accounts that matter most to revenue and growth, including more than one person at each. We help you choose.
Will our clients be willing to talk?+
We agree the invitation with you, explain the purpose clearly and make taking part easy. Nobody is pressed to take part, and an independent conversation gives clients space to be candid.
Can you speak to clients we’ve lost?+
Yes. Former clients are often the most candid, and they can explain decisions your team never heard about.
Confidentiality
Will feedback be confidential?+
We agree confidentiality and attribution with you before the research begins and explain them to every participant. Clients know how their comments will be used and who will see them.
Will our account teams be involved?+
Yes, but they don’t run the interviews. Account leads help choose who to speak to and give their own view of each account, which we compare with what clients tell us.