Client Reports

We recently asked our clients for their opinion on what we do well at BurntToast®, and on what areas they think can be improved. I’m pleased to say the results are now in and it’s time to share the outcomes with you.

These are the questions that we asked them to consider:

• What made you decide to work with BurntToast?
• What's one thing we do better than other Marketing Consultants?
• What's one thing that we could improve on?
• If you were to refer BurntToast® to someone else, what would you say?
• What services would you like to access through BurntToast?

So what are the most consistent factors that came through? Our clients believe we excel in our communication and service, which I have to say is delightful to hear! According to their feedback, we show a genuine interest in client needs, and take more time than others to get to know the business. In terms of improvement, we need to work harder at helping to uncover and act on opportunities. We have also been asked for a regular newsletter, greater clarity on our services, and greater participation at social events.

The rest of the findings can be viewed below and are available for download as a pdf. While it will take some time to action all the changes, rest assured that all comments have been noted and listened to. Thank-you again to those who voiced their opinion.
Our Report Card: What You'd Like to See from BurntToast®

As part of reviewing our customer performance, we recently asked our clients, partners and students two very important questions about customer service:

1. What does exceptional service look like to you?; and
2. Can you tell me about a time when you received exceptional service?

The main findings from our survey are illustrated below and are available for download as a pdf. We hope you find them useful (especially since poor service has been featured again in the media).
Defining Exceptional Service: Customer Insights Tweet