Client Satisfaction & Proposal Win-Loss Reviews
We interview your clients' executive decision-makers one-on-one and report back, verbatim, what they really think. Because we are an independent, third party, you get unfiltered comments — and a concise plan of action.
For 30+ years, FCW has delivered a dramatic return on investment for our clients by conducting Client Satisfaction Reviews and Proposal Win-Loss Analyses. Each process identifies critical insights from each executive we interview. We then provide actionable reports to help our clients maximize their revenue potential. Because we are an independent third party, we provide unbiased and unfiltered comments about what your clients really think about you — either their satisfaction with your current service or why you really won or lost a proposal pursuit.
“FCW discovered that one of our global insurance clients was about to drop us because of persistent service issues. Our fast response to the FCW report saved that account. That insurance executive told me that the FCW client satisfaction interview saved this multi-million dollar relationship.”
Medical Benefits Management Executive
What we do
Each process employs one-on-one interviewing of executive decision-makers to deliver the voice of the client, verbatim.
Generating revenue from current clients is the lifeblood of any organization. Our proprietary client satisfaction process delivers voice-of-the-client reports that give a transparent picture of every client relationship — with one client reporting a 70 to 1 return on their investment.
Acquiring new clients is second only to ensuring that you retain your current clients. FCW's proposal Win-Loss Analysis is a sales and proposal review tool that explains why a pursuit was won or lost. We have interviewed thousands of key decision-makers to learn why winning proposals win — and why unsuccessful pursuits fail.
“The FCW client surveys help us secure new business... In fact, one client interview resulted in an incremental $15 million construction engagement for the design work we had recently completed.”
“I think an organization has to be managed according to the facts. Win loss reviews have given us the facts. In our practice group alone it has added $150–200 million per year. The things that you guys give management are the facts, the facts that matter, and the facts that can be impactful.”
Who we have interviewed
Daimler Chrysler
Bank of England
PNC
SunTrust
Barclays
Banamex
CIBC
BB&T
Capital One
BP
China National Petroleum
Southern California Edison
TransCanada
China North Nuclear Fuel
TGI Fridays
Travelers
ING
Liberty Mutual
Mutual of Omaha
Daimler ChryslerBank of EnglandPNCSunTrustBarclaysBanamexCIBCBB&TCapital OneBPChina National PetroleumSouthern California EdisonTransCanadaChina North Nuclear FuelTGI FridaysTravelersINGLiberty MutualMutual of Omaha
BASF
Mitsubishi
Hexcel
Dresser Industries
United Technologies
Merck
Kaiser Permanente
Genzyme
Bristol-Myers Squibb
Abbott
Bausch & Lomb
ImmunoGen
Foot Locker
Nordstrom
Neiman Marcus
Macy's
Bloomingdale's
Williams Sonoma
Apple
Lucent
Broadcom
NCR
Airbus
ZurichBASFMitsubishiHexcelDresser IndustriesUnited TechnologiesMerckKaiser PermanenteGenzymeBristol-Myers SquibbAbbottBausch & LombImmunoGenFoot LockerNordstromNeiman MarcusMacy'sBloomingdale'sWilliams SonomaAppleLucentBroadcomNCRAirbusZurichFCW Success... By The Numbers
Countries where FCW has done business
Continents served
Years serving our clients
Fortune 10 companies interviewed
FCW research findings
Industries Served
What Our Clients Say About Us
“This may be the best ROI of any of our sales and marketing dollars.”
“Proposal win-loss reviews give constructive feedback to our sales teams, identify new business opportunities and provide competitive information.”
“We have avoided doing 4 RFPs, improved profitability, and easily gotten a 10 to 1 ROI on the client satisfaction projects.”
“The results were impressive. On one proposal, FCW identified 6 or 7 new business opportunities on which the target company's executives wanted our firm to follow up. Within 12 months, we had secured over $2 million in new business.”
“We discovered that our weaknesses were consistent across cultures and continents.”
“Franklin's client satisfaction work paid for itself many times over with just one review that saved our largest account, worth several million dollars a year.”
“FCW has done about 100 projects for me at 2 different corporations. In one report we were unaware that our largest client relationship was in jeopardy. There is no doubt that Franklin Consulting helped us save that multi-million dollar client.”
“The work we did with you informed our thinking and strategy. You gave us actionable customer insights. I think that made a difference to our business, which helped us to exceed our $300MM goal.”
Case Studies
Our client lost a $2MM audit proposal with a 20 year client. The winning firm out-hustled our client with enthusiasm and new ideas. Because that same client requested a proposal for all of their tax work within the next 30 days, FCW expedited our Win-Loss Review.
Our client used the information from the FCW Win-Loss Review, brought new and creative tax ideas, and out-hustled the competition with a new found enthusiasm to secure the proposal win.
new tax engagement
A long-time client had a new director who had many service complaints. Asked if the relationship was in jeopardy, he replied that they are already interviewing two competitors.
FCW debriefed our client's managing partner, immediately. He flew in to meet with the client, adjusted the service team and gave our clients his personal commitment and cell phone number. Talks with competitors were suspended.
per-year account retained
Reviews across a significant sample of clients found 1 in 5 clients were at risk, and 60% of interviewees identified new business opportunities.
Follow-up salvaged the at-risk relationships and converted the opportunities into significant revenue, including a $15MM contract that had been awarded to other vendors.
added to the revenue line every year
After nearly 15 years as a corporate marketing executive with Frito-Lay, Tyson Foods and Ernst & Young, Scott Franklin founded Franklin Consulting Works. While at Ernst & Young, Scott worked with the Gallup organization to develop E&Y's first global client satisfaction assessment process. This experience inspired Scott to develop the Client Satisfaction and Proposal Win-Loss services that are the cornerstone of Franklin Consulting Works.
If you want to know the most common reasons that companies lose proposals, this FCW white paper shares what executives have told us over the past 30 years about why companies lose proposals. We share examples and solutions to help you avoid making these common mistakes.
Download the white paperSome companies persist in doing client satisfaction or proposal win loss reviews using internal personnel. Our research among thousands of executives is clear about the matter — Don't do it! This FCW white paper explains why 95% of executives prefer interviews to be conducted by an independent, 3rd party.
Download the white paperIf you are thinking about checking your clients' satisfaction by using a paper or electronic survey — Think again! This FCW white paper explains why most executives do not like paper or electronic surveys, and why 92% of the executives we have surveyed prefer a personal interview.
Download the white paperGet in touch
Tell us which relationships you cannot afford to lose, or which pursuit you need to understand. We will tell you what your clients really think.
Call 214-904-8611