Horner Blakey Case Study - Working Feedback


  • In a fast-paced, highly regulated industry, having an effective feedback solution to find out how you could be improving upon the service you deliver to your clients is important.
  • Existing methods for capturing feedback were very limited and resulted in tick box responses that added no real tangible value. Cross selling can be hit and miss isn’t always part of the core strategy.
  • Solution

  • After looking through the market to find a company that would understand their needs, they found Working Feedback, who were able to help them with a product that delivered on collecting feedback, publishing the feedback and a real added benefit on collecting referrals and asking their present client base if they had other insurance policies that they could quote on.
  • After just two months, they are receiving feedback which has resulted in new business and increased activity through their website and social media.
  • Horner Blakey has introduced a pro-active client feedback solution and improved their understanding of the client experience with help from Working Feedback. Reviews are collected seamlessly, managed by a third party and play an important role in attracting new clients and upselling insurance products as well as publishing reviews to their website, Google and social media.

    Horner Blakey Insurance Brokers, based in the heart of the City of London, provide the highest quality independent, expert advice to ensure that clients get real value for money for their insurance arrangements. The brokerage has won many customer service accolades and recently achieved ‘Broker of the Year’ from Bluefin Insurance.

    "As an industry, cross selling and asking for feedback is something we are not good at, this makes a real difference, we would happily recommend using Working Feedback to any other brokers; it’s excellent value for money and has done our reputation a power of good."

    – Nick Horner, Managing Director


    The Results

    Through Working Feedback, Horner Blakey have gained the following benefits:

  • Received 27 requests for further information on additional insurance products
  • A ROI of 20:1 within eight weeks of using Working Feedback
  • Established an independent five star credibility rating on the Horner Blakey website

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