Glover Stanbury, a firm of Chartered Accountants based in Barnstaple in Devon, utilise effective internal practices within their business to ensure they can reduce survey cost, go the “extra mile” and add value for their customers. Additional reports, generated from data gathered, can pinpoint financial dynamics and identify key indicators, leading to increased profits.
Online forms for consistent, accurate data capture
The use of online forms, generated by SmartSurvey software, ensures that a consistent process for data gathering can be applied without any additional cost or risks. All forms can be easily and instantly distributed and the required information securely captured. By monitoring the progress from within the SmartSurvey dashboard, Glover Stanbury can identify and chase up the respondents who have not yet completed the forms. The data captured can be instantly and efficiently shared with other users within the firm without having to photocopy or print anything.
“The use of online forms helps us guarantee consistent practice when sending out requests for information and when working face to face with clients. We can gather data by using the same form ‘on screen’ to make sure we work through the same set of questions in a consistent manner. SmartSurvey's advanced Skip logic feature is applied across all platforms so we only ask clients relevant questions, based on previous qualifying criteria”. Kevin Salter - FCA CTA (Fellow).
SmartSurvey helps maintain continuity and efficiency and reduce survey cost, as on some occasions Glover Stanbury customers may not have a required piece of information with them during a meeting. This is easily solved as the form can be updated at a later date, without having to start again or print new forms.
Using feedback to shape future services
“SmartSurvey’s continual development of their products allows us to better meet the needs of our market. Glover Stanbury continually gathers and reviews feedback from the data gathered by online surveys, this enables us to tailor services for the customer going forward. The ability to fully understand the needs of our customers means we can provide many additional services, such as targeted financial advice.”
Online surveys ensure standardisation of internal processes
“We also use SmartSurvey to support tasks carried out by our Human Resources department. We use bespoke forms internally to gather data on staff training, to record the progress of new procedures and to capture confidential information from new employees. We have also used questionnaires to plan our Christmas Party and other events!”
Reduced survey cost leads to increased efficiency
Since starting to use SmartSurvey software, Glover Stanbury has been able to reduce print costs, paper usage and the number of letters and forms used to gather customer information internally. Previous processes required forms to be printed out and large amounts of data to be recorded by hand during face to face meetings. We would often experience issues when the customer could not remember specific information or have to hand certain data required.
“The team at SmartSurvey are reliable and supportive. They share our appetite for constant development of online survey features, enabling us to pass on continued upgrading of data collection practices to our customers.”