We were delighted to receive responses from more than 35 of the customers we work with. We’d now like to share the summary results with you, and tell you about some of changes we’ve made, to ensure we continue to meet the high standards you expect.

Expanding the Glazer team

All our customers felt we offered a high level of commitment, from the initial meeting to fulfilling the brief. One of the most appreciated factors was the involvement of our senior personnel from the outset, so as a result we have expanded our senior team.

New members of Glazer include Hamish Haynes, specialist consultant in internal communications and internal brand engagement; Jude Meadows, specialist consultant in marketing and communications; and Natalie McLellan, specialist in brand engagement and business change.

By continuing to recruit, we will ensure each project is delivered by a senior team, including specialist consultants, supported by our highly skilled consultancy and creative teams.

Our performance ratings

The satisfaction ratings of our performance were encouraging, though we have identified scope for improvement, which is described below.

The scores (out of a possible 5) are:

Our response

i) Fully understanding and delivering a brief to the expectations of every stakeholder can be a challenge. We find we produce our best work when we can clarify a brief during an initial meeting, and liaise with clients while we respond to it. This helps us work as an extension of our clients’ team, enabling us to deliver the most appropriate, effective solution.
           
To achieve this, Glazer has introduced a new process. One of our senior team will discuss your brief during an initial meeting or telephone conversation, and then feedback our understanding to ensure it is correct. We will also discuss our progress with you to make sure we stay on track.

ii) To ensure we always deliver the highest standards of design and print, we are implementing new quality agreements with our third-party suppliers.

We have recently expanded our design team with two new designers and are currently seeking a further Senior Design Director. We have also reappraised our project management handling, so we can continue to provide consistently impressive design.

iii) We are delighted that Glazer scores well for brand consultancy delivery, but will continue to push for improvements. Expanding our team of senior people, as described above, will help us achieve even better results.

iv) We aim to improve our account management score by moving responsibility (currently split between our design and client services teams) more towards client services. This team is headed by one of our ex-clients, giving us a useful insight into your pressures and expectations. We are also recruiting an additional Account Manager to further support our Client Services Director, so we can offer an even more responsive account management service.

Perceived value

The final score from the feedback was on perceived value delivered when measured against objectives, where we scored 8.9 out of 10. Though this is relatively high, we are nevertheless implementing a new briefing tool and applying the process described in (i), to make sure we not only meet but exceed expectations.

Continuing progress

Through these initiatives, we hope to build our working relationships with our clients, providing greater clarity and responsiveness, while offering exceptionally high standards across all projects from brand consultancy to design.

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