Client and employee engagement
Quod is a dynamic independent consultancy at the cutting edge of planning, development economics, socio-economics and environmental planning based in London and Leeds in the UK. They have partnered with Holistic’s sister business, Holistic Insight, since 2014 to support them with both client and employee feedback.
In 2014, 2017, 2019 and 2021, we interviewed between 35-50 of Quod’s clients. Having set objectives for the survey, and crafted questions, telephone interviews were conducted, reviewed and analysed. The results were presented to the board, then to all staff. We also drew out testimonials as part of the process, to be used for marketing and business development purposes.
In 2020 and 2022, we were asked to undertake Quod’s employee engagement survey. 60 questions were asked to gauge sentiment, uncover any issues and identify room for improvement. Responses were grouped overall as well as by gender, seniority, length of service and location.
Results to inform business excellence
In the case of both client and employee surveys, the results were assessed, analysed and presented to directors, drawing out conclusions, insights and comparisons against surveys undertaken previously. We then made a presentation to all staff alongside the board, sharing the findings and allowing the leadership team to discuss next steps and actions.
“They are excellent. We have been working with the Holistic team since 2014. They undertake our client survey, using telephone interviews, every other year and in 2020 and 2022 they also ran our staff survey. These are the two most important groups of people to our business. “Due to the courteous and professional manner in which they approached these interviews they have been able to elicit really useful feedback that we have used to improve the way in which we serve our clients. Their analysis and presentation of both the client and staff survey results is always incisive and clear, again enabling us to understand what we do well and what we can improve upon. They have become a regular part of the rhythm of our business operation.”