ACCRU Rawsons
Accru Rawsons is the Brisbane based office of the award-winning national accounting firm network The Accru Group. The Accru Group’s mission is to help businesses grow and thrive in a way that delivers tangible wealth to the business owners or shareholders.
- Implemented NPS System
- Google Analytics
- Ongoing Improvement Strategy Sessions
The Issue
Despite having a great “real world” reputation, Accru Rawsons’ digital presence told a different story. Their Google review rating had them ranked 1.8 out of 5 stars. Improving review ratings and rankings is usually the easy part when it comes to online reputation management. For Accru Rawsons, they really wanted to understand what people thought and why they weren’t getting higher ratings.
Project Overview:
- Optimised Client Communication
- Website Management
- Reporting and Analytics
Website:
The Solution
Our goals were:
- Explore how existing clients viewed Accru Rawsons’ services
- Increase the Google star rating
- Gather genuine and useful client testimonials
- Build client case studies
Greenfish Marketing implemented a Net Promoter Score (NPS) system because it doesn’t just get client feedback, it correlates client behaviour and experience to business growth.
We also optimised client communication and reporting to help partners and managers gauge and address client satisfaction before it became a good or bad review. The NPS project focused on engagement and provided a platform to dive deep into client experience and opinion.
And it worked. By the end of the project we had:
- Increased the Google star rating from 1.8 to 4.9
- Collected dozens of testimonials for case studies, reviews and other client satisfaction and business promotion purposes
- Set goals and awareness around the NPS score of 86
Best yet, while the original project met its goals and objectives, that Google rating has continued to climb and is now sitting at 4.9/5.
Stephen at Greenfish Marketing was already working successfully with our Melbourne office and national network, so we felt like he would be the right fit for our office as well...
We discussed our requirements with Stephen and agreed with his suggestion to engage with our clients via a Net Promoter Score project. The results have been fantastic.
The feedback we received from clients has been outstanding. It’s helping us immensely in ensuring our client service remains at an optimal level in meeting their needs.
The resulting testimonials and reviews have been an invaluable resource to our firm. Stephen has a professional manner and working with him has been an easy process.
Melissa McCrystal
Partner, Accru Rawsons