Every six months, we ask our clients how we’re doing.
Not because we expect perfect scores, but because honest feedback is the only way to improve.
This summer, 68 clients completed our support survey – almost double the number who responded last December. That matters just as much to us as the scores themselves. High response rates give us confidence that we’re hearing from a broad cross-section of our clients, not just those who have had an exceptionally good (or disappointing) experience.
The results from our July 2026 survey were incredibly encouraging.
- Speed of response: 8.2/10 (up from 7.4 in December 2025)
- Resolving issues: 8.2/10 (up from 7.5)
- Interactions with Account Managers: 8.8/10 (up from 8.4)
What’s particularly pleasing is that these improvements have been seen across the entire Account Management team. Every Account Manager achieved an excellent satisfaction score, demonstrating that great client service isn’t dependent on one or two exceptional individuals – it’s becoming part of our culture.
The Scores Matter. The Journey Matters More.
These results are especially meaningful because they come after one of the biggest transformations in Fat Beehive’s history.
In 2019, we completely rebuilt our support operation, investing in managed hosting, monitoring and new support processes. Those changes gave us stronger technical foundations, but we still had more to do.
In 2022 we introduced a Client Relationship Executive model centred around our Manchester office. It was a genuine attempt to improve the client experience, but ultimately it wasn’t the right structure for us or for our clients. Communication became inconsistent and, during that period, our service simply wasn’t where we wanted it to be.
That’s difficult to admit – but it’s important to acknowledge.
To every client who experienced frustrations during those years – and especially those who stayed with us despite them – thank you. Your patience gave us the opportunity to put things right.
Looking Beyond the UK
When we reviewed the business, we realised the issue wasn’t just systems or processes. Great client support depends on great people.
Recruiting outstanding Account Managers in London and Manchester proved increasingly difficult, so we widened our search.
In July 2024, we recruited our first Account Manager in Lagos, Nigeria. Initially, this was driven by a desire to control costs for our charity clients. What we discovered was an extraordinary pool of talented, thoughtful and committed people who genuinely care about delivering exceptional client service.
Today, our Account Management team combines exceptional colleagues in Lagos with experienced leadership in the UK, creating a model that has transformed the experience our clients receive.
The latest survey suggests that our clients are seeing that transformation too.
Proud, But Not Finished
We’re delighted with these results, but we don’t see them as the finish line.
An average score of 8.8 out of 10 for our Account Managers is something to celebrate, particularly given where we were just a couple of years ago. But we still believe we can do better.
Our ambition is simple: every client should feel they have an Account Manager who understands their organisation, responds quickly, communicates clearly and genuinely cares about helping them succeed.
We’ll continue measuring ourselves every six months, listening carefully to what our clients tell us, and making improvements wherever we can.
Because the best measure of our success isn’t a survey score.
It’s about whether our clients trust us enough to recommend us – and to look after the digital services that are so important to their missions.
