How it works

Our process is nothing like a satisfaction survey or marketing survey you may have seen or used before.

Our questionnaire is one of the most advanced organizational tools for getting the real story about your clients’ intentions and future actions, then pushing those details to your account teams for action with each client and to your marketing and management groups for team- or firm-wide insights.

We were very pleased with the Active Retention process and their technology made our jobs much easier. Although we have done surveys in the past, we were in a much better position to respond and act upon the results with Active Retention’s Actionable Client Review Solution
— Patty Fontneau, Chief Administrative Officer, IMA Financial

Our professional analysts review every client response, write up an overview report addressing and rating each of the five areas and identify issues and opportunities for each client based on their questionnaire.

Our technology rapidly disseminates this information to your account teams to ensure that your firm can keep and grow clients.

We help your company dramatically improve loyalty and retention, generate significant cross-selling and referral opportunities, determine your clients’ perceived value of your product or industry expertise and find your clients’ future service and product needs.

We provide your marketing team with a high-confidence projection of future needs and value adds that will end sleepless nights worrying whether your marketing plans meet the actual needs of your present and future clients. This high-confidence projection will ensure that your firm’s marketing direction and investments are on-target. We know of no other platform that can deliver this essential insight without doubt. Marketing will be able to drill into each client group by office or industry to see detailed evidence for our analyses and projections.

Response Rate:

Every project has a minimum 50% response rate for valid contacts (unheard of at any other firm) and the actual response rate is often much higher. In a 300-contact project you can expect over 150 participating valid contacts, 100 more participating clients than other vendors’ satisfaction survey projects. Those 100 additional participants will add invaluable insights into retention, referral, cross-selling, industry expertise, value added and future value. With 50% participation you can be sure that our custom-designed system will provide a HIGHLY CONFIDENT directional finding to marketing for your firm.

Risk Clients:

One of our major clients was identified by Active Retention as imminently ready to leave - our team met with this client and turned them around. That alone was worth the price of our entire investment.
— Kathy Ybarrondo, Vice President & Principal, Barney & Barney

We use the unique insights we provide into your clients’ thoughts, perceptions and actions in the marketplace – details which are unavailable without our system – to identify your at-risk clients. Out of 300 plus contacts, we expect to find at least 10 to 15 “Risk Clients,” an identification which should translate into close to $200,000 in saved revenue. By adding the cross-selling and referral opportunities we typically identify you can easily double this figure. On top of that, add the value of the only high-confidence predictor of future value needs for your directional planning and beyond.

Each and every Actionable Client Review we have performed has found a significant number of waning-loyalty clients who the firm thought were in great shape. This often constitutes 3% to 9% of the clients contacted. Saving these clients provides a large multiplier for ROI: often 5 to 10 times the cost of the project.

Our projects provide the following unique, must-have results:

  • Candid responses by your clients to our unique, well-tested, no-nonsense questionnaire, designed and built especially for your project. No one else can come close to doing what your custom AR questionnaire will do for your firm.
  • Loyalty projections for every client.
  • Full client audits of cross-selling, referral use and interest, industry expertise and value analysis.
  • Results are immediately actionable and client-specific, delivered with our push technology and via our custom dashboards.
  • Each project greatly improves retention and loyalty while increasing referrals and cross-selling opportunities.
  • Client response rate of at least 50%.
  • Cloud-based – no complex deployment required.
  • Our reporting dashboard is simple to learn and use.

Specific Client-by-Client Measurement of (In Projects After the First):

  • Loyalty/Retention Profile.
  • Quality of services and products.
  • Referral Participation Interest, including the number of account team referral requests in the past.
  • Cross-selling opportunities, with “Competitor Product/Share of Wallet Reviews.”
  • Present and Future Value of new services and products, with competitor comparisons.
  • Effect, value and future needs of industry specializations.

AR’s Expert Staff Is Unmatched:

All of our contact with your clients is done by our professional staff, either live over the phone or via email. All analysis of your clients’ questionnaires is performed by a one-of-a-kind Active Retention staff analyst, highly trained in our methodology of client loyalty, cross-selling, industry effectiveness, future value and referral.

  • We are the only firm we know of whose specially trained staff calls each client in a project to introduce our process, ask permission and encourage participation. We are not just a one-time caller, but an ongoing concierge staff servicing each of your clients during the whole project process. Your account and management team has real-time access to exactly what our coordinators are doing with each client.
  • We are the only firm we know of whose highly trained experts review, in detail, every completed questionnaire from each participating client to determine loyalty, cross-selling, referral profiles, industry effectiveness and present and future value.
  • We set risk statuses and write two-page overviews of each client’s issues and opportunities, painting a clear picture for producers and support staff. (Client teams see every answer to clients’ questions as part of our push report.) Our analysts determine the issues and opportunities for each client that we encourage your account teams to follow up on within a 20-day period.

We are the only firm we know of whose specially trained staff calls each client in a project to introduce our process, ask permission and encourage participation. We are not just a one-time caller, but an ongoing concierge staff servicing each of your clients during the whole project process. Your account and management team has real-time access to exactly what our coordinators are doing with each client.

We are the only firm we know of whose highly trained experts review, in detail, every completed questionnaire from each participating client to determine loyalty, cross-selling, referral profiles, industry effectiveness and present and future value.

We set risk statuses and write two-page overviews of each client’s issues and opportunities, painting a clear picture for producers and support staff. (Client teams see every answer to clients’ questions as part of our push report.) Our analysts determine the issues and opportunities for each client that we encourage your account teams to follow up on within a 20-day period.