In-Housing Client Surveys
Case Study 03
Understanding client sentiment is important, but relying on external partners comes with many negatives; cost, branding, lack of control, to name a few. This growing organisation was spending upwards of $100,000 a year just to have an external agency route surveys to clients and share basic insights.
The Challenge
Their delivery was expensive, off-brand, and restrictive. The company had no direct control over anything, and the external agency's generic dashboards meant they couldn't easily view the metrics that mattered to them.
Customers were receiving emails from a person they didn't know, with a message they didn't trust. If we could bring the entire process in-house, we could control the whole experience, while saving the team time, and over $100k a year.
How We Did It
Instead of buying yet another app, we built a new solution on top of existing infrastructure. We leveraged their existing CRM + mailing tools, and built a few custom scripts to handle tedious, repetitive tasks.
We started from the very beginning of the process and asked, "what do you actually want from a client survey?" and "how can we simplify every step?". We then broke down each necessary step and got to work; improving how they update client contact data, generate emails for each client partner, and serve branded survey forms on their own website.
After surveys were shared, we put the results directly into custom-built, live reporting dashboards. We designed it specifically to scale into the future, allowing the business to easily track historic trends as future surveys are conducted without our support.
The Result
The transition to moving surveys fully in-house was seamless, and required no extra work from anyone. By taking full ownership of their data, the business unlocked several key advantages:
Immediate Savings: Cut $100k+ in annual agency fees by using existing software.
Total Autonomy: The team now owns every decision regarding how the surveys are conducted.
Customised Inputs and Outputs: The business can now track the precise metrics that matter most to them.
What used to require frustrating external management with rigid systems, is now a clean, repeatable internal loop. The workflow has been heavily simplified, saving countless hours of coordination, and creating a highly scalable asset for the long term.