Aurora Healthcare Communications
94% response rate. 19 new business leads. 91% overall satisfaction.
Aurora was already listening to clients. What it did not yet have was enough distance, enough rigour, or enough response to turn that listening into something commercially useful.
The question they came with
Aurora Healthcare Communications was not an organisation that had stopped listening. Board members were already gathering client feedback themselves. The effort was real. But the response rates were inconsistent, the findings were harder to act on than they should have been, and the process was not giving the senior team a clear enough picture.
What they were hearing: broadly positive responses from the clients who replied.
What they suspected: the clients who did not respond were the more important conversation.
What happened
Q&R designed a seven-question independent programme, run on a six-monthly basis, so Aurora could track client sentiment with more rigour and a clearer basis for comparison.
Each cycle was administered independently and followed by a full debrief focused not just on what clients had said, but on what the leadership team should do next. The first programme established the baseline. The second showed whether the changes were landing.
The result was not simply more feedback. It was better participation, better evidence, and a clearer decision path.
The outcome
94% of client companies responded. 19 new business leads were generated in one year. Overall satisfaction reached 91% following the second programme.
What Changed Because of It
The response rate shift showed what independence changed. Clients were more willing to respond, and the findings were stronger for it.
Aurora’s leadership team gained a cleaner basis for deciding what to protect, what to improve, and which relationships warranted direct follow-up. The same programme also surfaced 19 new business leads, proving that rigorous client listening does not just protect relationships. It identifies the clients who are ready to go further.
The 91% overall satisfaction score then gave the senior team a benchmark they could trust and a basis for decisions they could defend.
Proof Back
Findings were shared with Aurora’s senior team alongside consultancy on next steps: what to protect, what to address, and which client relationships warranted a direct conversation.
Clients were told what had been heard and where action would follow. The programme did not stop at the report.
The Method, in One Line
This followed the Listen Better Loop: independence, judgement, follow-through, proof back.
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If your current client feedback process is returning polite answers rather than useful ones, that is the problem worth solving first.