Mrs Buckét
“As we grow, staying close to our clients is essential. Their feedback helps us keep improving without losing sight of what matters.”
Rachael Flanagan, Mrs Buckét
Great customer experience becomes even more important as a business grows.
Discover how Mrs Buckét works with insight6 to make client feedback measurable, embed Net Promoter Score (NPS) across the business and put customer insight at the heart of its continued growth.
In this case:
Mrs Buckét: Project Overview
Putting Customer Insight at the Heart of Growth
Mrs Buckét is growing fast.
The team wants to make sure the experience it delivers grows with it.
That means getting closer to its clients. Listening more consistently. And putting a meaningful measure behind the relationships that matter to the business.
Mrs Buckét partners with insight6 to make that happen.
Working with Mel Evans, insight6 Customer Experience Specialist for South Wales, the business introduces instant insight to gather regular client feedback and measure NPS.
But gathering feedback is only the start.
CX workshops help divisional managers understand what clients are saying and, importantly, what to do with that insight.
The programme then expands to employee feedback.
What begins as a better way to listen to clients soon becomes a much wider approach to listening, learning and improving across the business.
About Mrs Buckét
First in commercial cleaning for CX Excellence
Mrs Buckét is an award-winning commercial cleaning and facilities company operating across Wales and the South West of England.
Founded in 2005 by Rachael Flanagan, Mrs Buckét was built on a vision of delivering consistent, high-quality cleaning with a personal touch. What started as a one-woman business has grown into a trusted cleaning partner for leading UK organisations.
The organisation invests in its people, embraces innovation and technology, and challenges outdated perceptions of the cleaning industry. It focuses on delivering consistently high standards and creating clean, safe environments where people can thrive.
As the business continues to expand, strong client relationships remain central to its success.
The Challenge
Staying Close While Growing Fast
Growth brings opportunity.
But it also makes understanding the client experience more important than ever.
Mrs Buckét wants to strengthen the way it gathers client feedback as part of its strategic growth.
The team already has strong client relationships. Now it wants a consistent way to measure them.
It needs regular feedback. A meaningful metric. And insight that its leadership team can use to make informed decisions.
Another important part of the picture is people.
It’s people.
Mrs Buckét wants to understand the employee experience and create another valuable feedback loop across the business.
The ambition is clear.
Don’t just collect feedback. Make it part of how the business grows.
Our Approach
From Feedback to Action
Following an initial discovery meeting, Mel works with Mrs Buckét to create a more structured approach to listening.
The first step is understanding the client experience.
Using instant insight, Mrs Buckét gives clients a simple way to provide regular feedback. This builds a clearer picture of how they feel and how that experience changes over time.
It also gives the business a consistent measure: Net Promoter Score (NPS).
But collecting the data is only the beginning.
Mel works with divisional managers through CX workshops to explore what the feedback means and how they can use it to strengthen client relationships.
The approach quickly gains momentum.
NPS becomes understood across the organisation. Teams know what it means, why it matters and how they can influence it.
The programme then expands beyond clients.
Mel works with Mrs Buckét’s HR lead to trial instant insight for employee feedback too.
Now the business can listen to both sides of the experience.
The people receiving the service. And the people delivering it.
CX Solutions
Building a Culture of Listening
Mrs Buckét uses two insight6 solutions to turn feedback into meaningful action.
Regular feedback gives Mrs Buckét a clearer and more consistent view of the client experience.
The platform enables clients to share feedback monthly or quarterly and helps the business track NPS as an ongoing measure.
The approach later expands to employee feedback, giving Mrs Buckét another valuable perspective on the experience it creates.
Training & Development
CX workshops help divisional managers understand the insight and turn it into action.
Teams develop a shared understanding of NPS, what influences the score and the role they play in strengthening client relationships.
Together, the solutions make feedback more than a measurement exercise.
They make it part of how Mrs Buckét listens, learns and improves.
Project Outcomes
Making CX Part of the Business
The change is significant.
Client feedback becomes more consistent.
Clients have a regular opportunity to share their experience monthly or quarterly.
NPS becomes a key metric for the senior leadership team.
And, crucially, it isn’t a number understood only in the boardroom.
People across Mrs Buckét understand what NPS means and how their role can influence it.
Customer experience becomes a shared focus.
The business has regular insight to help it understand client relationships, spot opportunities and keep improving.
As Mrs Buckét grows, this creates something particularly valuable.
A structured way to stay close to its clients.
“Working with insight6 gives us a much more structured way to listen to our clients and understand how they experience our service. NPS is now a meaningful measure for our leadership team and something our people understand too. It gives us regular insight we can use to strengthen client relationships and keep improving as the business grows.”
Rachael Flanagan, Mrs Buckét
Recognised for Customer Experience Excellence
A First for Commercial Cleaning
The work doesn’t just change how Mrs Buckét listens to its clients.
It sets a new benchmark for its sector.
Mrs Buckét has been awarded the insight6 CX Excellence Mark, becoming the first commercial cleaning company to receive the recognition.
It is an important milestone.
The CX Excellence Mark independently recognises the business’s commitment to listening to its clients and continually improving the experience it delivers.
It also reflects how far CX has travelled within the organisation.
From introducing a more consistent feedback process to making NPS a leadership metric and building understanding across the wider team, customer experience is now part of how Mrs Buckét thinks about growth.
Because sustainable growth isn’t only about winning more business.
It’s about continuing to deliver an experience that makes clients want to stay.
Ready to Make Customer Feedback Part of Your Growth?
insight6 helps organisations understand what their customers and employees really think – and turn that insight into action.
From feedback and NPS to training and ongoing CX support, we help businesses build stronger relationships and better experiences.
Talk to your local insight6 Customer Experience Specialist to discover what’s possible.
insight6’s end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking companies. Our network of local specialists provides on-the-ground support. Don’t let an inadequate customer experience ruin your reputation or impact your success. Get in touch today to schedule a no-obligation chat with your local CX specialist or a free demo of our total feedback solution—instant insight.
