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Voice of the Customer
Independent Customer Relationship Interviews

Delivering relationship insights and improvement ideas that go deeper than your Customer Satisfaction data

What lies beneath the surface of your Customer Satisfaction data?

Customer satisfaction surveys are great for analysing transactional data on a large scale and identifying historical trends, but they don't provide much insight into your customers' future relationship expectations, their purchasing intentions or your competitive position.    

Because we are independent, your key customers will provide us with valuable insights about your relationship, their future business direction and your competitors that they can’t or won’t easily tell you, either in a survey or face- to- face.

Our customers recognise the strategic value in hearing about their customers’ experience and what the service reality is like from a totally independent perspective.

What sets us apart?

  • Strategic intelligence – We have the experience and gravitas to have strategic conversations with your key clients and to bring actionable intelligence back to your leadership teams
  • Voice - We record our conversations, so that your teams can hear sound bites of what customers really think and feel –The evidence we gather is emotive and irrefutable, which acts as a very powerful catalyst for culture change and profit improvement
  • International reach - We work comfortably across international time zones and are sensitive to cultural nuance when structuring our discussions with your clients. 

Case study: Search Laboratory achieve treble digit profit growth and reduce annual churn by 36%

One of the UK’s largest independent digital marketing agencies, Search Laboratory, with a client base spanning Europe and the USA, engaged Service Reality to help them transform their client development strategy. Specifically, they needed to understand why they were losing client revenues when their customer satisfaction scores were high.

Using independent Voice of the Customer research and drawing on deep experience of sales and service best practice, we have helped the board to restructure their teams and develop a client service blueprint which has smashed their retention, revenue and profit targets for the last two years running.

Our inputs have included:

The results speak for themselves:

“We continue to refer to the insights generated by Service Reality’s independent client satisfaction research. This has helped us to build deeper relationships with our key global clients, unlocked 7 figure fees, reduced churn by 36%, and Tim’s continued strategic advice and support to the board has formed a core part of our growth strategy moving forward.” Ian Harris, CEO.


About Us

We passionately believe that there is nothing more powerful in influencing behaviour change and driving profits than hearing the actual voices of your key customers talking about your relationship, your competitors and what you can do to improve.

Our Credentials

Time Dixon-Phillip - Managing Director at Service Reality

Tim Dixon-Phillip – Managing Director

Tim’s key customer relationship management experience includes ten years with IBM, six years as sales and marketing director with Ernst & Young and seven years as BD director at Pannone LLP. Tim brings pragmatism and insight to leadership teams who want to improve customer experience, increase customer loyalty and win more business. 

Tim has a background in behavioural science and a keen interest in the psychology of buying and selling into commercial markets. He is also a NED for two IT businesses and an NLP practitioner.

Of relevance to business and professional services firms will be his bank of workable ideas concerning global account management, cross-departmental sales effectiveness and service culture change.

Bernadette Byrne - Client Service Director at Service Reality

Bernadette Byrne – Client Service Director

With a background in languages and a career spanning 23 years in the Localisation Industry, Bernie draws on deep experience in global client relationship management at board level, strategic selling and in complex operations management. She played a pivotal role in transforming a translation company start-up into a global localisation company with an £80m turnover.

Passionate about the Voice of the Customer, Bernie has many years of experience in managing senior client relationships with Global FTSE 100, NYSE and Dow corporations.

She brings her knowledge and credibility to bear in gaining invaluable insights for our clients. Her operational and process improvement know-how ensures that these insights translate to increased profits for our clients.

Bernie is an independent adviser to a global localisation business, a council member of the Association of Translation Companies and on the advisory board of a start-up. Bernie was recently shortlisted for the Forward Ladies Women in Business award.