The results are in...our 2021 client feedback survey
Written by Katie Test Davis
Clear, actionable feedback is a gift.
And at the end of each calendar year, our clients generously take a few minutes to share their candid feedback during our Annual Client Feedback Survey.
Our survey results tell us what we're doing well and should keep doing, and show us where there are opportunities for us to do things differently.
Here’s what we heard at the end of 2021–and what we’re planning for 2022 to better serve you, too.
You Are Extremely Likely to Recommend Us to Others
As always, one of the anchor measures of our annual survey is confirming how likely our current clients are to recommend us to others. In our business, recommendations and referrals are gold, so this is an important marker of our success.
I’m thrilled that for the third year in a row, Forthright’s Net Promoter Score (a universal measure for customer experience) is nearly double the scores of even the most beloved national brands such as Trader Joe’s, as well as practically double the average score for a consulting firm.
Our Expertise in Child and Family Advocacy Is Incredibly Valuable
One thing we pride ourselves on is that we GET IT. We know your work because it’s our work. We share your goals for a better world for kids, and we love to see our expertise is a true value-add.
Our clients don’t need to explain 501(c)(3) advocacy rules to us, and we are intimately familiar with education topics such as ESSER III. So we were thrilled when through our survey, our clients unanimously confirmed that our expertise on, and existing knowledge of, the issues we work on helped make our work together successful.
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In a Tough Year, We Were a Bright Spot
It’s our goal to make your life easier and your day brighter. We know our clients hired outside help because they need added capacity, and we always aim to take a load off. Plus, we spend a lot of time together, so let’s have a good time doing it, eh? Our survey results revealed that 100 percent of our clients said we were fun to work with. As they say on the Great British Baking Show, well, I’m just chuffed about that.
We Make It Easy to Work With Us in a Remote World
We established Forthright as an all-remote company before being remote was cool or necessary. That means we know all the tips and tricks for creating an offline experience in an online world. Our clients told us that during a tough year, we made it easy to meet, review documents and make decisions together.
Looking Ahead: Navigating the New Normal
When looking ahead at 2022, we heard from our clients that the world is changing, and you need our help in sharing new trends and finding fresh research.
The same tactics that worked in the Before Times won’t necessarily work now, so our team will be laser focused on showing you fresh data about what is working today, and ensuring that you keep up with emerging trends.
We’ll be focused on helping you find creative solutions and new ideas to help you evolve and grow.
Based on your feedback, we’re planning to:
Share a free Building Your Communications Strategy “Bootcamp” that walks you through every step of creating a strategic comms plan
Create more free resources focused on storytelling to help your message break through in a crowded media market
Deliver content to help you reconnect with district families (looking at you, superintendents + district leaders)
And for our nonprofit leaders, we’ll be sharing resources to help you build relationships with existing and prospective supporters
As we look to accomplishing goals in what feels like shifting sands, we are committed to rooting down in what works, yet innovating modern solutions that meet the moment.
Thank you, as always, for being here with us.
PS - The most frequently mentioned word in this year’s survey’s open comments? Support and relationship. Here’s the full word cloud…
