Who are you and Holywell Surveyors?

My name is Fraser, and I run Holywell surveyors, an independent surveying firm based in Warwickshire.

 

What were the challenges you faced before Survey Booker?

I don’t think I actually realised until I started using Survey Booker the amount of challenges and inefficiencies that I had within my process.

If you really look at the start to finish for a customer experience, there’s at least ten emails that are going back and forth and writing those manually and obviously keeping it also on top of compliance and terms takes up so much time, especially as an independent and it’s another thing to worry about.

With Survey Booker that’s all managed and I don’t have to worry about that.

So from that perspective, it’s been a kind a great pressure release on my operational side of the business.

How much time have you saved on admin?

It’s hard to really quantify how many hours I’ve saved of a week, but I would typically say that I’m probably doing ten to 20% of the admin work and Survey Booker’s doing the extra 80% to 90% for me.

So it’s been incredibly beneficial from that perspective that I can just allow survey Booker to effectively run my diary for me.

How much have your sales grown?

Conservatively speaking, I would say probably 50% as an increase for my weekly fees.

But what I would say is that that actually feels like that can go even higher the more I kind of refine how I use Survey Booker.

And I think when you look at how much you pay for Survey Booker as a monthly fee versus how much you could potentially additionally turn over, it’s not even relative in terms of that value from money perspective because you’re spending such a small amount with survey Booker to get such a huge benefit and reward back from the amount of additional sales you can bring in.

How has Survey Booker helped your engage customers?

Survey Booker is a template and you can edit that and customise that in whatever way you need to fit the voice of your business.

And that was something that’s been really beneficial to me because my main skepticism for any automated customer system is that that personal touch is removed from the process.

And I think actually it’s not.

With Survey Booker, you’ve got the tools available to tailor your emails and how you speak to customers through your emails in a way that the voice is who you are.

So instead of actually that reduction in the engagement with customers, for me, it’s almost felt like there’s an increase because the automation and the regular updates those customers are getting, they feel like they’re more valued and they’re listened to and they’re being talked to.

What have you been most impressed with?

As much as I wouldn’t live without Survey Booker now, and I think that it’s a fantastic product, the thing that’s most impressed me is actually the Survey Booker team.

They’ve been so hands on and engaging from the beginning and they’ve gone at the pace that I’ve needed to get myself set up.

And I think that for a company that runs a customer experience improvement platform, having those values with each of the individuals that work at the company is fantastic.

And it really promotes confidence for me that they are continually working to better the process and experience that they give customers.

So I’d just like to say a massive thank you to Matt and the team for that because it has been first in class in the industry in terms of that onboarding experience.