Customer Journey

Surveyors continue to request sensitive information over email

In the course of providing quotes for surveys or moving forward with instructions, it’s common to request information from customers. However, amidst this routine, it’s easy to overlook the fact that much of the information being collected is personally identifiable and, in many cases, sensitive. When data collection becomes habitual, it’s crucial to pause and

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May 7, 2024

Maximising Referral Partnerships: A Guide to Enhanced Collaboration

In the bustling world of business, partnerships stand as the pillars of growth and prosperity. For surveyors seeking to expand their horizons, cultivating robust relationships with referral partners emerges as a pivotal strategy to supercharge lead generation and business expansion. Yet, the true potential of these partnerships can only be unlocked through the optimisation of

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April 30, 2024

The Personal Touch of Automation: Enhancing Customer Service and Efficiency

In today’s fast-paced world, businesses are constantly seeking ways to improve customer service while optimising their internal operations. Enter automation—the game-changing technology that has revolutionised numerous industries, enabling organisations to deliver a more personal and efficient service to their customers. Contrary to popular belief, automation doesn’t eliminate human interaction; instead, it enhances it by freeing

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June 6, 2023

Making your survey and valuation reports more engaging

Bionic Reading font It may sound gimmicky from the title. But have you ever considered using a different font? We discussed in a previous post about using the dyslexie font for customers who struggle with dyslexia. This isn\’t a new idea but more options like this are coming to market that can help customers engage

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April 25, 2023

The Residential Survey Customer Journey – The Summary

We’ve taken a look at every touchpoint the customer has with your surveying company. There are a surprising number of touch points a customer has with you through the survey process, each one affecting their opinion of how good your service was.  We explore what each interaction looks like, how it affects you and your

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July 28, 2020

The Residential Survey Customer Journey Part 10: Collect Feedback

Feedback is crucial in understanding if what you are setting out to do is working for your customer. Your customers opinions are the best resource for improving customer experience and adjusting your actions to their needs.  It is no surprise that top performing companies understand the role customer feedback plays in business. It is important

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July 21, 2020

The Residential Survey Customer Journey Part 8: The Report

The moment we’ve all been waiting for… your report, your findings, should we still go ahead? A well thought out document with clear diagrams, annotated photographs or even embedded videos can be a beautiful thing. A great document layout takes planning. Of course, if you are offering the RICS Homebuyer Report you have to use

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July 7, 2020

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