The (great!) results of Animate’s customer research
Much of our time as Animate partners is spent understanding how people outside an organisation view it, and the staff team. It only seemed right, therefore, that we should put our own work under the microscope to see what our customers really think! Listening to how people think we are doing is an essential part of our commitment to quality assurance.
Scotinform, an independent market research company, was selected to conduct interviews and survey customers online. Their independence, and vast experience of a range of sectors, meant we could be sure they would probe assertively but respectfully.
And how did we do? Well, to be honest we were blown away by the results. Nearly half of our customers responded; ¾ rated their experience as ‘excellent’ and the remainder rated it as ‘good’ – there were no negative ratings. The comments were equally supportive:
“Very customised solutions, well researched consultancy and effective delivery. Love the depth of knowledge and underpinning theory with a practical delivery approach. Calm in complexity.”
“I have always found Animate Consultants to be very professional, knowledgeable, flexible, approachable and responsive.”
Six key aspects of our work were rated by participants on a scale, where 5 = excellent and 1 = very poor:
• Quality of work – 4.8 out of 5
• Communication by consultants – 4.8 out of 5
• Achievement of objectives – 4.7 out of 5
• Quality of materials/reports provided – 4.6 out of 5
• Value for money – 4.5 out of 5
• Turnaround times – 4.5 out of 5
Again, there were some lovely comments:
“The satisfaction they get is from working rather than the money they make. They are motivated by the people they work with not the money.”
Ultimately, a key proof of customer satisfaction for us is a willingness to recommend. On a 0-10 scale of likelihood of recommending Animate to others we scored 9.3. 86% of respondents gave Animate a score of 9 or 10, where 10 is ‘extremely likely to recommend’.
We’re also pleased that our customers were honest about areas where we could be even better. A key area for improvement relates to developing our communication, particularly in relation to the presentation of feedback on facilitated sessions. In addition, customers suggested that for some projects it would be useful to receive enhanced reporting on progress and outcomes.
Thank you to all of our customers who took part. If you’d like to read more, an executive summary and our full report are included below. We’d also love to hear your feedback – this is not a one-off process for us – so do drop us an email or get in touch via the contact us page.