Cuckoo to encourage and display client feedback through its website
A new system for open feedback has been developed by design agency Cuckoo, which will allow the agency’s clients to openly give feedback – be it positively or negatively.
The Manchester agency has said that the Have Their Say feature has been integrated into its website to both promote the service that it offers to clients and show the confidence that it has in its ability.
Clients will be asked to deliver feedback at the end of each project which will be freely viewed by visitors to the site.
The agency has also launched a feature called Headspace, a suite of tools which will help clients understand ‘who they are, where they’re going’ and ‘ensure they get there’ through insightful communications.
Steve Wheatley, managing director of Cuckoo told The Drum that he liked to be realistic and, when asked whether the agency would be happy to carry negative feedback openly on its site, he said that it was down to the agency to make sure it didn’t happen.
“Of course there will be the odd occasion that a client isn't as satisfied as you'd intended,” he continued.
“So if they were to leave an uncomplimentary review it has to be posted and it doesn't get removed. I'm pretty certain that if a client is moved to post critical comments, they'll definitely expect to see them out-there. More importantly though, they'll expect us to do something corrective about it. The real intention of inviting 'open' feedback is exactly this, to learn from our clients how to become better, to inspire further innovation and ensure we continue to provide services that they value.”
Cuckoo is a member of the Marketing Industry Network.