Reality checkpoint

Do you really know what your customers think about your business or service? Sometimes the harder we try, the more difficult it is to understand.

Propagandum can help you design listening and learning into your work. We use a variety of techniques to find out what you really need to know. And then we can help you be creative and effective with the results.


An award-winning architectural practice is growing fast, but success brings its own problems. As the principal partner becomes more managerial, he notices that customers are starting to complain about service. ‘Solutions’ just seem to increase bureaucracy and office stress levels. He commissions Propagandum to help. We audit their communications/workflow practice, both in- and out-of-house. We invite past and current customers to take part in a quick, simple but richly revealing online survey. In our clear follow-up report we propose some small but important changes in office practice, including more telephoning and less e-mail. We also suggest more active use of readily available information technology and fewer drafting stages. Very positive feedback from customers features on the practice’s website and helps bring in new work. Staff stress levels reduce, with higher levels of creative interaction and job satisfaction.

Some more ideas

  •  Commission us to design an information feedback system for your company’s customers, using a variety of techniques dependent on the value of the information and the nature of the message channel. Solutions range from simple feedback forms to complex regression analysis of webstats.
  • What do your potential or missed customers think about your company’s service or products? We can help you find out.
  • We are ‘understanders’ – often user feedback just isn’t enough. You need someone to tell you – quickly, clearly and positively – what you do, and then to help you do it better.

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