Stride Treglown is an employee-owned, carbon-neutral architecture practice. In 2021, they became the first large UK practice to join the purpose-driven B Corp community.
Their multidisciplinary team of 330 architects, designers and specialists deliver nationally significant projects from nine regionally embedded studios across England and Wales.
Together, they create long-term positive impacts for their clients and the communities they help shape by designing better places, building resilient partnerships, and empowering people.
Stride Treglown: Project Overview
Stride Treglown has been working with insight6 since late 2020, when they began to design a comprehensive feedback and review system with the support of Regional CX Director Rhian Huxtable.
CX had been a focus of the practice for several years. However, following detailed feedback from clients and employees in its initial work with insight6, the practice invested in new procedures and processes to improve the experience across the whole client journey to great success.
The CX projects have evolved, forming a core business cornerstone – the Engage Programme. This client success programme tracks and measures client experience and feedback to aid the practice in delivering an unrivalled customer care package.
The Engage Programme is now fully embedded into the practice and forms part of every client project. To find out more about Engage, please reach out to Rachel Bell, Director of Partnerships.
Our Approach
Now in its third year of the Engage Programme, under the guidance of insight6, Stride Treglown has refined the client feedback survey system from a quick touch point at the end of a project into a monthly cycle of a post-appointment survey, a mid-way ten-minute deep dive interview and a post-completion survey for every project. The practice also completes an annual client survey, comprising an extended study of over 3,000 clients and collaborators.
Pivotal to the success of the Engage Programme is the understanding of and engagement with the programme across the whole company. Internal staff surveys, training and mentoring have been implemented regularly to ensure consistency, especially for new starters.
CX Solutions
The instantinsight platform has been instrumental in developing and refining Stride Treglowns’s Engage Programme. Utilising the feedback survey capabilities in multiple ways, the relevant teams can easily monitor and track the data regularly.
Each new project triggers set survey questions at set points of the journey each month to assess how the client feels about the project and the working relationship. This feedback allows the project manager to quickly pick up on any potential niggles that may arise.
Similarly, the instantinsight system tracks internal sentiment amongst the team and new starters. The survey seeks to understand how well employees understand the Engage Programme and where extra training or coaching may be required.
Midway through a project and annually for all clients, Stride Treglown seeks to delve deeper into the client experience, asking more detailed questions through interviews and extended open-ended survey questions.
Project Outcomes
The quality of Stride Treglown’s feedback strategy has improved significantly yearly, and they have now hit a momentous point in their journey. Clients have welcomed the process, and the response rates for the annual survey have increased from 3% to 10%. Internally, the programme is well received, and feedback response rates are growing yearly.
Recognised for Customer Experience (CX) Excellence
Stride Treglown has been recognised for its unwavering commitment to CX excellence, earning our prestigious insight6 CX Excellence Mark! The accolade highlights their dedication to putting customers at the heart of their business and continuously enhancing their customer experience.
Discover how your business can achieve the same recognition. Learn more about the CX Excellence Recognition Scheme and how to apply today.
insight6’s end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking motor dealerships. 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.