Discover how Risk Evolves uses a bold customer feedback research process to uncover valuable insights, improve service quality, and drive innovation—proving that listening to your customers can transform your business.
What do customers say when you are not in the room?
Jeff Bezos famously said, “Your brand is what people say about you when you are not in the room.” Wise words indeed. But discovering what they truly think requires courage and ingenuity. What might they say? Could it be damaging? And how do we ask without being present?
For six years, Risk Evolves have been reaping the benefits of a robust customer feedback research process. Conducting qualitative research into their customers’ experiences has proven invaluable. To ensure unbiased insights, Risk Evolves have commissioned Glued to conduct the research on their behalf—ensuring that they are not in the room during these discussions.
Why Customer Feedback Matters
Risk Evolves is a compliance, quality assurance, and risk preparedness business. By investing in regular customer feedback research, they demonstrate their commitment to continuous improvement. Managing Director Helen Barge explains:
“We can champion the good news to swell our pride and confidence. Fortunately, pieces of bad news have been few and far between—but where it does arise, we can address it—thereby improving our service levels all round.”
Risk Evolves supports charitable causes by making a donation to organisations chosen by clients who volunteer their time to participate in feedback sessions. Glued conducts anonymous interviews with respondents provided by Risk Evolves. The results include answers to key questions such as:
- Why was Risk Evolves selected?
- What makes their service valuably different?
- What other services are Risk Evolves known for?
- What went well and what didn’t?
- Would respondents recommend Risk Evolves—and why?
Turning Feedback Into Action
Rob Harrison, Consultancy Partner at Glued, shared some surprising developments from six years of conducting customer feedback research for Risk Evolves:
“Most notably of late has been the reference to the names of more and more members of the team, reflecting the spreading of responsibility and contact. Also, wider recognition of other services from Risk Evolves after earlier narrower knowledge triggered a regular e-newsletter. And best of all—a new product in the shape of an on-demand ‘critical friend’ service, prompted by a suggestion made by one of the research respondents.”
These insights highlight how customer feedback can uncover hidden opportunities for innovation and growth.
The Benefits of Regular Customer Feedback Research
As business owners, we interact with customers and prospects daily—it’s easy to assume we know them inside out. However, without structured feedback processes, triumphs can go unrecognised while problems fester unnoticed. By conducting regular customer feedback research, businesses show a willingness to listen and act on lessons learned—demonstrating care and humility in their approach.
Get started today
To learn more about constructive customer feedback research processes, contact Rob Harrison at Glued: robharrison@gluedlimited.co.uk
To find out more about how Risk Evolves can help keep your business prepared for risks, contact us for a free no-obligation chat.
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