Inavero helps B2B firms credibly differentiate themselves based on their service.
With more than 10 years' experience conducting satisfaction research for professional service firms, Inavero has identified 8 questions that easily get to he heart of and client perception and firm service quality.
Specific survey questionnaires will vary by industry - but all include a Net Promoter® Score question as well as 5 key drivers of client satisfaction.
Net Promoter® Score (NPS® for short) is a simple metric based on a survey question that asks your clients how likely they are to recommend your firm to a friend or colleague on a numeric scale of 0 - 10; ten being extremely likely and zero being not likely at all.
Responses to the Net Promoter Score question are divided into three categories:
Your firm's "score" is calculated by subtracting the % of detractors from the % of promoters in your respondent set.
By way of example, Inavero's lifetime NPS score is 84%, which is derived from the 86% of promoters across our company survey history minus the 2% detractors across our company survey history.
86% - 2% = 84% NPS. Easy peasy.
Inavero recommends that you survey as many clients (and client contacts) as possible to gain an accurate idea of your firm's Net Promoter® Score and reputation. And we price our survey programs accordingly - your price will never be influenced by the number of contacts you send a survey to.
Research shows that 2 out of 3 professional service engagements involve a team of decision makers rather than a single individual - so we encourage you to send your survey to as many decision-makers and influencers as you have access to.
Please note: To be eligible to compete for an industry award, you must choose at least 3 consecutive months over the past 12 months and provide Inavero with a list of fifty percent (50%) or a minimum of 500 individual contacts who were billed for services during that timeframe.
Learn more about award eligibility in your industry:
NPS research across B2B service industries points to a strong correlation between survey frequency and client satisfaction (as well as loyalty). As such, many B2B service providers subscribe to semi-annual, quarterly, or end-of-engagement survey packages to keep a closer pulse on client satisfaction and service quality across the organization.
In order to qualify for an industry award or to have client ratings and testimonials populate on your firm's ClearlyRated.com profile - we require you to survey clients at least 1x per year.
Contact the Inavero team to discuss pricing for various survey frequencies.
In short, yes!
All firms that survey with ClearlyRated work with a dedicated Account Manager. Your Account Manager (or AM) will be available to help you with anything and everything related to your survey process and reporting - including interpreting results.
The degree of segmentation available to you is driven by 2 factors:
Survey requests are sent to clients via email through the Inavero survey platform.
As such - clients will receive an email "from" your firm (or the specific brand associated with that contact) inviting them to participate in the survey, but the sender address will be [email protected]
Click here to view a sample of the survey request email >>
It's important that you take steps to prepare clients for the survey before they receive the survey request from Inavero. Reaching out personally (by phone or email) in advance of the survey gives you the opportunity to communicate how important their feedback is to your firm while giving clients time to plan for and be on the look out for the survey invite.
Click here to view a sample pre-survey client communication >>
Once clients have opted to take the survey, they will be directed from their inbox to a digital survey that is hosted online.
Every survey that we send is professional and ensures zero confusion for your clients. Our team helps you QC your list and the survey itself to ensure the questionnaire is perfectly functional and as easy as possible to complete.
The survey page has a clean look-and-feel, with the option to include your company logo (Premium-level and above) to align your brand with the experience.
Last but not least, the survey page is responsive in nature - which means that no matter the device your clients are working from (their desktop, laptop, tablet, or smart phone) they will have a seamless experience and find it easy to complete the survey.
Request a demo to see the full client experience.
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Key dates for your client survey will be finalized when you register for your survey program.
If you have a specific survey window in mind, please reach out to the Inavero team and we can help you plan accordingly.
As soon as you've registered to survey with ClearlyRated, we'll follow up via email with a .csv template showing the fields that are required for your survey contact list.
Once you've compiled this information from your internal system into a compatible .csv file, you'll import your list to your online survey dashboard - and in doing so will walk through a simple clean-up exercise to help ensure there are no errors. Our team of operations analysts provides a second set of eyes to ensure that you're sending the right survey requests to the right people, every time.
'Detractor Alerts' are email notifications triggered from your online survey dashboard whenever a detractor survey response is submitted. By notifying you as quickly as possible about a service issue, you'll be able to follow up efficiently and take every step possible to recover that client relationship.
Click here to learn more about responding to Detractors>>
You can specify who should receive Detractor Alerts in the email notifications settings in your online survey dashboard.
'Shout Outs' are an opportunity for clients to recognize you or anyone on your team who has gone above and beyond in providing service.
Shout Outs from clients can be configured to trigger email notifications to the person who has been recognized (or even your whole team)! We designed Shout Outs to help you recognize those employees who exemplify your great service culture.
Learn more about Shout Outs >>
The single biggest mistake we see service firms make with satisfaction surveys is spend more time designing the survey experience than taking action on the feedback itself. We created Issue Tracking to empower you to take swift action on client feedback that deserves immediate attention, and track progress through to ensure timely completion of follow up.
Issue Tracking enables your team to assign follow up actions on specific survey responses and to track progress on those issues. With Issue Tracking, you are empowered to create issues directly from a survey response or email notification, manage issues in progress and review closed issues quickly and easily from your online survey dashboard, and work across team members to facilitate collaborative follow up with your clients.
Your firm must survey their clients using the ClearlyRated survey process in order for client ratings to populate on ClearlyRated.com.
Contact the Inavero team to learn more.
The star ratings on your firm's profile page are derived from client responses to the ClearlyRated NPS client satisfaction survey.
Contact the Inavero team to ensure your firm is searchable on ClearlyRated.com.
Currently, the following awards are available to North American firms who survey clients with the ClearlyRated methodology and exceed industry standards for service excellence:
Don't see your industry? Fear not! The Inavero team is poised to roll out additional industry awards in 2019. If you'd like to request your industry makes the list, please reach out to Inavero ASAP.
To be eligible for an ClearlyRated industry award, your firm must be located in the United States or Canada and survey 50% of clients who have been billed for services during a three month (minimum) to twelve month (maximum) consecutive period. The consecutive period must fall within the trailing twelve months from the survey launch date.
Regardless of surveying schedule, all competing firms must receive at least a 20% response rate AND at least 15 responses, or a minimum of 250 responses.
Winners for each industry award (Best of Staffing, Best of Accounting, Best of Legal, Best of IT Services, and Best of HR Services) are selected with a proven competition methodology that eliminates error and ensures firms are unable to game the system.
Winners are announced in February of the given award year (2019 award winners will be announced in February of 2019).
In order for your firm's survey responses to be analyzed and weighed for the February 2019 announcement - you must register to survey your clients no later than October 18th of 2018.
Firms who survey clients in 2019 can still be eligible for the 2019 award year. Contact the Inavero team for more details on survey timing and award eligibility.
As the administrator of the Best of Staffing, Best of Accounting, Best of Legal, Best of IT Services, and Best of HR Services industry awards - Inavero is committed to helping shine a spotlight on service leaders who have gone the extra mile to gather feedback from clients and prove their service excellence.
To that end, Inavero:
Regardless of award availability, all B2B firms who survey clients with ClearlyRated reap the benefits of:
Don't see a ClearlyRated award in industry? Fear not! The Inavero team is poised to roll out additional industry awards in 2019. If you'd like to request your industry makes the list, please reach out to Inavero ASAP.
Pricing for ClearlyRated survey programs are driven by 2 factors:
Yes! Many of the firms who survey with ClearlyRated decide to upgrade their subscription to unlock additional features and maximize the value of their survey program. Your Account Manager will be available to help you navigate the upgrade process and benefits.
Many B2B firms elect to survey their clients more than 1x per year. Increasing your client survey cadence has proven benefits and can drive significant improvements in client satisfaction and service quality. Contact the Inavero team to discuss our semi-annual, quarterly, or end-of-engagement client survey programs.
We want your buyers to have access to as much timely, relevant information as possible when vetting your firm. As such, ClearyRated profile pages feature client ratings and testimonials that have been gathered in the past 16 months.
If 16 months have progressed since your survey fielded and you have not registered to survey again, the ratings and testimonials on your profile will expire.