The results are in!
Over a 12-month period, there was a 93% increase in the number of businesses who signed up to our Watertight HR & Legal package. We are proud that throughout this period of rapid growth, the defining features of our outsourced HR support have been unchanged. We never want to operate like a call centre, providing scripted, textbook and unduly cautious advice. We remain a partner in your business, increasing productivity and improving business performance.
We sent out a survey to our Watertight clients asking them for honest feedback, we have the results back and we are very pleased to share them with you below.
Question 1 What made you initially choose to take out our Watertight HR & Legal package?
Question 2 How would you rate the service you receive from our advisors?
4.85 out of 5 average rating!
Question 3 Please rate Watertight HR & Legal for its value for money on a scale of 1 – 10 (1 being poor value and 10 being great value)
100% of respondents rated Watertight HR & Legal as providing good value for money (7/10 or higher).
Question 4 Are you aware that we also offer the following additional services:
1. Health and safety
2. Company and commercial matters including shareholder agreements
3. GDPR advice
4. Buying and selling a business
|Service||% respondents that were NOT aware we offered this||% respondents that know we offer this|
|Health and safety||24%||76%|
|Company and commercial matters||32%||68%|
|Support with buying and selling a business||36%||64%|
Question 5 Is there anything that you feel we could improve on?
79% of respondents said that they didn’t feel there were any improvements that we could make however 21% gave us some helpful suggestions, including:
- Giving indicative response times to queries via email, or indicative call back times where an advisor cannot take a call
- Being more prescriptive about what paperwork is included within Watertight and what we can offer for an additional cost
- To offer the option to suspend the service during times when it is not needed
- To offer lower prices for micro-businesses
- More newsletters and updates
Question 6 How likely are you to recommend us to a friend or colleague on a scale of 1-10 (1 being unlikely and 10 being very likely)?
100% of respondents voted 8 or more (out of 10) when asked how likely they were to recommend us to a friend or colleague.
Question 7 If there was one thing that you could change about the Watertight HR and Legal package what would it be?
72% of respondents said that there is nothing that they would change about the Watertight HR & Legal package however 28% gave us some helpful suggestions, including:
- We should have an online portal for standard letter templates
- There should be more webinars
- Lower prices
- We should offer the option to suspend services when they aren’t needed
Question 8 What do you value the most about Watertight?
Question 9 How likely are you to renew your subscription to our Watertight HR and Legal package when it expires on a scale of 1-10 (1 being unlikely and 10 being very likely)?
89% of respondents voted 7 or more (out of 10) when asked how likely they are to renew their package when their contract with us ends.
What do these results tell us and how are we responding?
Most commonly, clients choose to take out the Watertight HR & Legal package simply for peace of mind. The second most common reason is where there is an existing workplace dispute. Watertight provides a cost-effective way of obtaining fixed-fee support with a live issue.
Our clients rate the service from our advisors very highly which reflects the work we put in to consistently provide an excellent service. We added two Employment Lawyers to our team in 2020 to help us meet growing demand and they are a fantastic addition, you can find out more about Hannah and Ellie here.
It’s important to our clients both to have fixed fees and unlimited advice and also to have a dedicated advisor who gets to know the organisation.
Overall, clients do think that Watertight is good value for money however we are not the cheapest out there. We provide a more comprehensive service and we are a law firm regulated by the SRA. However, we are taking steps to bring costs down including introducing data driven pricing structures which means that on renewal clients will be able to benefit from reduced prices according to usage.
We have loyal clients that say lovely things about us to family and friends, which we are very grateful for. You can read our Google reviews here.
Whilst we don’t market the option to suspend services, we will always work with clients on an individual basis to come up with solutions during difficult times so please get in touch with one of our Client Relationship Managers if you need some support.
We have recently introduced a free half day HR workshop for our Watertight Premium clients and in addition we have launched free business workshops which you can book onto here. Our HR Exchange programme will be up and running soon too, hopefully when we can get back to face to face meetings.
The survey finding regarding the number of clients who will be choosing to renew their Watertight package reflects the reason why the client chose to take out the package. Some clients choose Watertight as a cost-effective way to manage a live issue and then choose not to renew their agreement with us when this is resolved. This is something we encourage just as much as those who stay with us for the long haul and is the reason why we offer short-term agreements and offered a 3 month support package during the pandemic. We know that being tied into a long-term agreement isn’t right for everyone.
Whilst we do send out regular updates to our Watertight clients, some may have noticed that we have now started sending out further useful and sector specific content and documents for you to use in your business. We will always provide value even when clients don’t need to get in touch for a while.
Overall, we are extremely happy with the consistently good experience we provide for our clients and this has been unwavering throughout not only the COVID-19 pandemic, but throughout a period of rapid growth for us too, which is fantastic. These results shine a light on the factors that drive our success (without giving away our secrets of course) and we are predicting continued growth throughout 2021.