Following the success of the inaugural 2011 Client Engagement Behaviour Survey, we are now opening up the opportunity for more financial services businesses to get involved in the 2012 Survey.
What is the Survey all about?
Communication methods are changing, but how do your clients want to engage with you? This is what the survey will unearth. It is a unique Australian survey of financial services clients. The results will give clear insight as to how clients want to engage with their advisers.
Click Here to access the 2011 Client Engagement Behaviour Survey Report
With your ‘personalised’ results, you’ll be able to fine tune your communication styles, platforms and truly engage with your clients.
You can also compare your results to the national benchmarks that will be generated from all participants.
By particpating, you will also be demonstrating to your clients that you value your their feedback.
What can you expect?
Each business will be allocated a unique access point for their clients to participate. This will allow us to create business specific personalised reports. The reports Link to The Final Report will be available soon after the closing date.
The cost to Participate
There is no cost. You invest a small amount of time and leave the rest to us.
It’s Easy To Participate
Contact Derek Bell at CRMNow to confirm your interest to participate.
Important – The survey is now open and will need to close on November 30.
Industry Reviews from the 2011 Survey
Click Here to read a review from the Leading Minds Academy.
Click Here to read a review from the Financial Planning Association’s Financial Planning Magazine.
Click Here to read a review from Money Management Newsletter.
to Download the 2011 Client Engagement Behaviour Survey Report
How Do You Get Involved?
”The (2011) survey provided for us a non-confrontational method of gathering honest client feedback. The findings highlighted the positive perceptions our clients have of our service and furthermore in responding to these questions favourably the survey questions reinforced these positive perceptions in their minds. This was a great opportunity for us to obtain valuable insights into our client base and to remind our clients of the good work we’re doing.”
Kenny Foo, Moneyclip Private Wealth
1. Confirm Your Decision to Participate in the Survey
Please confirm in writing your decision to participate in this project. Simply send an email to our Marketing Director, Derek Bell. Advise Derek which Security Option you plan to take. We recommend Option A, listed below. Please also advise who should be your primary contact point.
The survey will be available from 31st August, 2012 through until 30th November, 2012. We would encourage you to have the survey live for no longer than a week. The nine week window is to accommodate our clients and when they can schedule the survey invitation into their campaigns.
2. Segment Your Client List
When preparing your client list, we would encourage you to look at clients who have been active in engaging with you within the past 12-18 months.
Ensure you have their opt-in approval. We will ask a small number of profile questions, their age, gender, household income, relationship status and number of dependents if applicable.
3. How Will You Invite Your Clients To Participate In The Survey?
You have three options. We suggest Option A as outlined below in Your Security Options.
We would encourage you to look at sending invitations to as many of your clients as possible in order to gain a statistically valid response.
“The (2011) survey provided enormous validation that in general I am on the right track. My clients do feel that I understand their needs and have confidence in my ability to find creative solutions. ”
Anna -Louise Brown, eWealthBuild, An Authorised Representative of the Madison Financial Group
4. Your Unique URL & Access To The Survey
CRMNow will provide you with a unique URL which will look something like this:
Your unique URL will enable CRMNow to provide you with a specific report about your clients responses to the survey.
CRMNow will provide you with a report specifically about your clients, but will not provide you with raw data which may enable you to identify your clients individual responses to the survey. This would be a breach of the commitment we have made as an independent third party, to your clients.
You may also want to include a “Button” on your home page with a link directly to the survey. Along with a short explanation of the survey, this will help capture additional participants.
5. Email Your Invitation
The Survey will be live between 6:00am Friday 31st August, 2012 and will close at 11:59pm Friday 30th November, 2012. You can advise your clients to complete the survey at any stage within this time frame.
CRMNow will only start to analyse the results following the official close date. We will provide you with a link to updates which enables you to access your results 24/7.
Your Security Options
The security of your contacts and their comfort level around how you use their contact details is of critical importance to CRMNow.
In addition, you will most likely have internal polices governing how you are permitted to use prospect and client data.
With an understanding of the issues surrounding the security of your contact data, we provide the following three options for you to engage with us on this survey.
Option A (We Recommend This Option)Prepare an email to send to the clients you would like to invite to participate. You send out an email campaign with a hyperlink to a unique survey microsite where your contact data responses will be captured. Anonymous results are received by CRMNow, compiled and a summary report provided to you of your contact data responses.
Option BProvide your contact data to CRMNow in a password protected ZIP file Contact data imported into Oracle CRM On Demand and synced with Oracle CRM On Demand Marketing. Email campaign delivered. Contact data deleted from CRMNow databases. Process next Client Anonymous results collated and sent to you.
Option CProvide the data to CRMNow in a password protected ZIP file Contact Data Imported into Oracle CRM On Demand and synced with Oracle CRM On Demand Marketing Customised email campaign delivered based on profile What does this mean? Anonymous results collated and sent to you.
To ensure the highest level of security and the lowest possible risk for your company and your contact data, CRMNow would encourage you to review Option A.
Why We Chose Survey Monkey
A Web Based Survey Tool
CRMNow will use SurveyMonkey, a web based survey tool, to execute the survey. SurveyMonkey is a 12 year old US based firm.
They are used by some of the worlds biggest brands, including 100% of the US Fortune 100 companies, to collect information on a huge range of subjects and topics.
CRMNow have used SurveyMonkey for a number of projects over the years and have always experienced a high level of satisfaction from their service.
“We safeguard your respondents’ email addresses. Rest assured, SurveyMonkey will not email your survey respondents or people in your Address Book except at your direction. We definitely don’t sell those email addresses to any third parties.”
The Final Report
We anticipate it will take at least a two 4-6 weeks to review and analyse the data and then prepare the final report.
Each company participating will receive a report unique to their clients shown against the average response from all clients. This will enable you to benchmark yourself against your competitors.
Your participation this year will enable you to benchmark yourself against the 2011 results and gauge changes in opinion and behaviour amongst your client base. Interesting research in the UK and US is pointing towards a significant change in the behaviour of your clients and prospects as it relates to social media and how they choose to engage with you. The 2011 report uncovered that Australian clients of financial services firms are not really very interested in engaging via social media. Will 2012 show a change in this view?
Your Company Name
Please let us know, when you email to confirm your participation, if you would like your company name included in the final public report.
The final report will show overall results and not show one companies clients rated against another.
To illustrate any gaps, we may show one companies results compared to another, however company names will not be displayed. e.g. “Financial Services Company A” outperformed “Financial Services Company B” in a specific area.
Click here to learn more about CRMNow. Click on each of the logo’s below to read more about our partners.
The survey has just gone live and there is still time to participate in this exciting and groundbreaking survey for the Australian financial services & wealth management industry. Contact Derek today.
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