Quod
Client and employee engagement
Quod is a dynamic independent consultancy at the cutting edge of planning, development economics, socio-economics and environmental planning based in London and Leeds in the UK. It has partnered with Holistic Insight since 2014 to gather both client and employee feedback to inform and improve its business.
Measuring client satisfaction year on year
In 2014, 2017, 2019 and 2021, we interviewed between 35 and 50 of Quod’s clients. Having established business drivers and set objectives for the survey, we crafted questions and conducted telephone interviews. Quantitative and qualitative results were collated, reviewed and analysed, then presented clearly as actionable insights on which to base business decisions. We also drew out testimonials as part of the process, to be used for marketing and business development purposes.
Assessing employee engagement
In 2020 and 2022, we were asked to undertake Quod’s employee engagement survey. 60 questions were asked to gauge sentiment, uncover any issues and identify room for improvement. Responses were grouped overall as well as by gender, seniority, length of service and location.
In-depth analysis informing improvement
In the case of both client and employee surveys, the results were assessed, analysed and presented to directors, drawing out conclusions, insights and comparisons against surveys undertaken previously. We presented the results to all staff alongside the board, sharing the findings and allowing the leadership team to discuss next steps and actions.
Testimonial
“They are excellent. Since 2014, they have undertaken our client survey every other year, and in 2020 and 2022 they also ran our staff survey. These are the two most important groups of people to our business. “Due to the courteous and professional manner in which they approached these interviews they have been able to elicit really useful feedback that we have used to improve the way in which we serve our clients. Their analysis and presentation of both the client and staff survey results is always incisive and clear, again enabling us to understand what we do well and what we can improve upon. They have become a regular part of the rhythm of our business operation.”