Non-Profit London Growth Agency

How a leading growth agency transformed insight gathering with SmartSurvey for a smarter way to work.

As a globally renowned growth agency for one of the world’s most vibrant cities, this organization champions its home on the international stage – driving tourism, fostering business growth, and attracting international investment. Supporting micro and small businesses, managing major events, and engaging with diverse communities are just a few ways they help fuel their city’s economy. But as their programs expanded, they faced growing challenges: fragmented survey processes, inconsistent branding, and manual workflows that slowed their ability to capture and act on critical insights.

Enter SmartSurvey. By equipping the team with an intuitive, centralized platform, they’ve revolutionized how they collect feedback, measure performance, and share insights. Tools like reusable templates, seamless CRM integration, and automated reporting have unlocked time savings, improved data accuracy, and empowered teams to work smarter, not harder. Now, whether they’re tracking Net Promoter Scores (NPS) or evaluating high-impact programs, this growth agency operates with greater agility and collaboration—all underpinned by SmartSurvey’s trusted technology.

Challenges

Siloed insights, inefficient processes, and branding challenges

As the official growth agency of a globally iconic city, this organization manages a broad portfolio—from attracting tourists and managing events to supporting small businesses and driving international investment. Their organisation’s Head of Customer Insight sat down with us to identify several key challenges the team needs to ovrecome:

• Inconsistent Survey Management:
• Multiple teams were using different survey tools, leading to inefficiencies and inconsistencies in data collection and analysis.
• Manual Workload:
• Teams were manually transferring Net Promoter Score (NPS) and other survey metrics to Salesforce, resulting in time-intensive workflows and higher risks of error.
• Branding Limitations:
• Claire’s team required surveys that were both professional and aligned with the organization’s diverse branding needs to maintain respondent trust.
• Data Accessibility:
• Sharing insights across teams and stakeholders often required exporting data to external tools like PowerPoint, which slowed down decision-making and collaboration.

Solution

A unified platform for surveys and insights

SmartSurvey provided this leading growth agency with the tools to overcome these challenges and drive transformation:

Automated reporting and sharing

SmartSurvey’s automated reporting features enabled the team to generate and share insights faster and more efficiently.

“The ability to share reports or share the link when people have completed the survey... has been useful for people across the business.”

By automating workflows, teams could analyse and distribute results in real-time, reducing delays and improving collaboration.

Salesforce integration

Seamlessly integrating with Salesforce eliminated manual data entry, ensuring accurate and real-time metrics for key indicators like GVA (Gross Value Added).

“The Salesforce integration was key. It allows us to calculate GVA from survey responses and integrate NPS scores directly into Salesforce.”

Professional branding

SmartSurvey’s templates ensured all surveys aligned with the organization’s brand identity, reinforcing trust with respondents.

“Being able to modify the brand in the survey... increases trust,” emphasized Claire.

Empowering teams with an intuitive interface

SmartSurvey’s user-friendly platform allowed Claire’s team to focus on strategy while empowering colleagues to create and manage surveys independently.

“Having SmartSurvey means I'm not programming everyone else's surveys. It means I can give them the tools to do it themselves,” Claire shared.

Results

Time savings and greater collaboration

SmartSurvey delivered measurable results, helping the organization meet its goals:

Significant Time Savings

The automation features and reusable templates significantly reduced workloads across teams.

“Having saved filters and reports means we’re not starting from scratch every time,” Claire explained.

Additionally, automated reporting eliminated manual tasks.

“The ability to automate reports reduces workloads for the people who would otherwise have had to send them manually,” she added.

Streamlined Data Analysis

With advanced filtering and cross-tabulation tools, teams quickly customized insights to meet their needs.

“Cross-breaks and filtering options, along with saved reports, allow us to customize insights and save time,” Claire noted.

Improved Accuracy

Integrating survey results with Salesforce ensured real-time and error-free data management, enhancing decision-making for key metrics like NPS and GVA.

Enhanced Collaboration

SmartSurvey’s ability to share reports with non-account holders enabled better teamwork and broader access to insights.

“The fact that you can involve other people in getting access to the data who don’t necessarily have a user account has been really beneficial,”.

Why SmartSurvey Stands Out

SmartSurvey’s focus on flexibility, collaboration, and ease of use makes it an indispensable tool:

Intuitive design

An easy-to-use interface empowers teams to independently create surveys and analyze data without technical barriers.

Automation and integration

Features like automated reporting and Salesforce integration streamline workflows, enabling faster and more efficient processes.

Collaboration-driven approach

“For teams less confident with numbers, the reports SmartSurvey produces have been helpful for them to access insights quickly”.

Trustworthy branding

SmartSurvey ensures that surveys reflect the organization’s professionalism, reinforcing respondent trust.

A Partner in Growth

This leading growth agency has transformed its survey processes with SmartSurvey, empowering its teams, saving time, and enhancing collaboration. From capturing event feedback to tracking critical metrics like NPS and GVA, SmartSurvey has become a cornerstone of their data-driven strategy.

"SmartSurvey isn’t just a tool—it’s a solution that empowers us to work smarter and achieve more."