Frequently Asked Questions

Overview

What is Valuiza?

Valuiza is a cloud-based service designed to help advice businesses make more money by building stronger relationships with their clients. It uses a unique (and patented) approach to identify the sentiment and future intentions of clients to measure relationship strength and predict future profitability. It also provides actionable insights and tools to help businesses make better decisions about their clients and reduce risk.

Valuiza also facilitates new advice opportunities by identifying and presenting qualified leads based on the specific needs of consumers.

What sort of businesses should use Valuiza?

Valuiza can be used by virtually any advice business (small, medium, large) that has an expectation of ongoing economic relationships with its clients i.e. more than a single sales transaction. In order to use Valuiza to collect valuable feedback, users will need to have the capacity to communicate electronically with their clients.

Subscription Plan

Do you have a free trial period?

Yes. Valuiza offers a no risk, no obligation and no credit card required free trial period of 30 days. During this period you’ll be able to take Valuiza for a test drive to see how it performs so you can identify the benefits for your business.

How does the 30-day free trial work?

There’s no risk, no obligation and no credit card required. All you have to do is complete the initial quick registration process. At the conclusion of the free trial you can then subscribe to the available plan or do nothing.

Will I get all the features in the trial period?

Yes. You will get all the features for the trial period.

What happens to my data after the trial period concludes?

Your data remains intact in your account, however, if you choose not to subscribe to a paid plan, you won’t be able to access the data.

What is included in the subscription plan?

The subscription plan is designed to cater for the needs of a range of potential users – from small businesses to large enterprises. In addition to the core client surveys and Lifetime Value (LTV) calculation functions, Valuiza provides a ‘What-If’ calculation tool, a range of valuable reports and a lead generation function to help each business grow.

How do I make payments?

You will need to pay with a valid credit card and an online invoice will issue for your records each time a payment is made. Payments will continue to be debited to your nominated credit card each month unless you suspend or cancel your subscription.

Getting Started

How long does it take to set up my account?

It will literally only take you a few minutes to complete your User Profile and Business Profile, and then you can start immediately.

How does Valuiza work?

To get the most out of Valuiza you should follow our easy, three step process. First, schedule a client survey,create a list of clients and set up the email invitation. Second, input the Lifetime Value data. Third, access and review a comprehensive range of reports and complete some ‘what-if’ calculations to identify the next best steps to manage your clients for improved results. The central point of activity within Valuiza is the ‘Dashboard’.

What options do I have when using Valuiza?

You must schedule a survey before entering Lifetime Value (LTV) data inputs, with following options:

  1. schedule a survey AND send invitations to your clients via our email service AND proceed to LTV inputs ; OR
  2. schedule a survey but not issue invitations, then proceed to LTV inputs you’ll be able to access reports, compute What-If, access Action Plan BUT you won’t be able to calculate Adjusted LTV based on client feedback).

Does Valuiza require any special software?

No. Valuiza is a hosted service so no software installation is needed on the client side. Valuiza can be accessed 24/7 from where ever you are located using popular browsers.

Survey Management

Do I have to use the Survey function?

Yes. To access the Lifetime Value (LTV) calculation function, you must first schedule a client survey. However, because you control invitations you send to clients, you can choose not to send survey invitations and then proceed to provide LTV input data. We recommend that you fully utilise the client survey function so you are in a position to make decisions based on client feedback rather than intuition or guesswork.

When can I edit details of my client surveys?

Each of your client surveys will be scheduled with both an Open Date and Close Date. You won’t be able to edit any survey beyond the Open Date or Close Date.

What types of surveys are offered?

Initially, you can choose from 2 types of client surveys. The first survey is designed to capture key feedback from your existing clients and the second from former clients.

Who can I invite to complete a survey?

You can invite existing clients (a single client or multiple clients) or you can invite former clients. You decide who to survey on each occasion and this will determine the type of survey to be used.

Can I change the survey content?

Not at this stage. The initial set of client surveys are pre-defined and cannot be changed other than adding your company’s logo should you wish to do so. The reason for this is that survey content is designed to capture key insights concerning the relationship between your clients and your business, together with client intentions and is based on many years of research and practical application. Valuiza has made it easy for you to survey your clients in a meaningful way.

How do I invite my clients to complete a survey?

You use Valuiza’s inbuilt email service. This allows you to create a list of invitees (see details below), the email subject line and main message and button text linked to the actual survey.

Will I be able to identify individual client responses?

You will be able to track individual client responses by clicking through the ‘information’ button adjacent to each of the individuals contained in the list you set up. Valuiza automatically collates and analyses all survey responses and these are retained as confidential data.

List Management

What is a list?

A list is simply the details of those people you want to email a survey invitation to. You will need to create a list or use an existing list to send the emails to.

How do I create a list?

You will need to use an existing list or create a new one in order to send email invitations for each client survey. This is done in the ‘Customise the Email’ screen using the ‘Recipients’ field. If you already have a list, choose the list from the drop down menu OR select the Create a new list option from the drop down menu. If you are creating a new list, you will be automatically taken to a ‘New List’ screen where you will be asked to input the List Name, From Name (the name that will appear in the from field in your email) and From Email (the email address that will appear in your email). Click on the ‘Save and Continue’ button to create your list.

How do I add names to my list?

After you have created your new list (see above), you have the option of either manually adding names to the list or importing the names using an Excel/CSV file from your own systems.

How do I manually add names to my list?

After you have created your new list, you can manually add names by clicking on the ‘Add Contact’ link. This will automatically take you to the ‘Add Contact’ page where you can manually input ‘First Name’, ‘Last Name’ and ‘Email Address’ and then click the ‘Save Contact’ button.

How do I import names to my list?

If you decide to import contact details into your List, simply click on the ‘Import’ link and this will automatically take you to the ‘Import Contacts’ screen where you select the Excel/CSV file to upload and click on the ‘Upload Contacts’ button. Please note that your Excel/CSV file must contain only 3 fields in this order – Column A = First Name, Column B = Last Name, Column C = Email Address.

What file format do my contact details need to be in?

At this time, Valuiza will only accept content details that are in Excel/CSV file format containing 3 data fields – First Name, Last Name and Email Address.

Can I edit a list after I create it?

Yes. Use the ‘List’ tab appearing at the top of your screen and you will be taken to ‘Lists’ screen, select the list you are interested in and click on the ‘Edit List’ button to the right of the list.

Can I view a list after I create it?

Yes. Use the ‘List’ tab appearing at the top of your screen and you will be taken to ‘Lists’ screen, select the list you are interested in and click on the ‘View List’ button to the right of the list.

Can I manually add a new contact to a list after I create it?

Yes. Use the ‘List’ tab appearing at the top of your screen and you will be taken to ‘Lists’ screen, select the list you are interested in and click on the ‘Add Contact’ button to the right of the list.

Lifetime Value Management

What is Lifetime Value (LTV)?

(LTV) is a prediction of the net profit attributed to the entire future relationship with a client over their economic lifetime. It can also be defined as the dollar value of a client relationship, based on the present value of the projected future cash flows from the client relationship.

Customer lifetime value is an important number because it represents an upper limit on spending to acquire new clients and an indication of how much could be spent to retain existing clients. It’s also a powerful proxy, when aggregated for all clients, in understanding what your client base (and business) is worth.

What is Adjusted Lifetime Value (ALTV)?

This is LTV adjusted for the impact implied by the results of the client survey, particularly client intentions. Adjusted Lifetime Value is automatically calculated by Valuiza, however, will not be calculated unless responses have been received for a scheduled client survey and historical financial data has been provided.

When do I enter the LTV input data?

You can add LTV Input data at any time after each survey has been created and Valuiza will prompt you to do this. You can even wait until after a survey has closed before you enter the LTV data, but please remember the data has to relate to the clients being surveyed.

How accurate are the LTV calculations?

The algorithms used by Valuiza are widely accepted and precise and are based on a range of data inputs that represent the key variables driving future client lifetime value.

What are the required data inputs?

You will need to input the following data to calculate LTV (please note that to be meaningful, the data must relate only to the clients who have been invited to complete the survey):

  • Time Horizon

    The period that the data covers.

  • Contribution Margin

    Represents gross revenue derived from the sale of products/services less the variable costs associated with the delivery of the products/services.

  • Estimated Referral Rate

    Your best estimate of the percentage of clients (those being surveyed) who are likely to generate referrals.

  • Customer Acquisition Cost

    Represents the one-time cost of all marketing and sales activities plus all physical infrastructure and systems required to motivate clients’ first purchase, including fully loaded labour costs. This can be quoted as an average unit cost per current client or as an aggregate cost for a group of current clients.

  • Annual Retention Cost

    Sometimes referred to as Cost of Service Delivery (COSD) or Cost of Service (COS), this represents the recurring cost of all engineering, support, account management, client service and billing activities plus all physical infrastructure and systems required to maintain a current client, including fully loaded labour costs. This can be quoted as an average unit cost per current client or as an aggregate cost for a group of current clients.

  • Weighted Average Cost of Capital (WACC)

    Broadly speaking, a business’s assets are financed by either debt or equity. WACC is the average of the costs of these sources of financing, each of which is weighted by its respective use in the given situation. By taking a weighted average, it can be seen how much interest the business has to pay for every dollar it finances. A business’s WACC is the overall required return on the business as a whole and is the appropriate discount rate to use for cash flows with risk that is similar to that of the overall business.

  • Annual Retention Rate

    Is the inverse of the Churn Rate and represents the percentage rate of clients retained over time (usually on an annual basis).

Having trouble getting these inputs? Well, for a business ready company these inputs are available from within your financial and CRM systems and we suggest you consult with your Finance Department or your external Accountant to assist you to identify the required data.

Reports

What sort of reports will I be able to access?

Depending on whether you are surveying current or former clients, you will automatically gain access to a range of valuable reports to help you better manage your clients and your business.

Existing clients

  • Responses

    Displays the number of completed responses received by date throughout the survey period to help you calculate a response rate and instigate a reminder email.

  • Individual

    Provides the overall strength of relationship (StoRi™ Score) and individual survey results for each named respondent so you can attribute results to an individual client and isolate areas that are performing well and those that require improvement.

  • By Category

    Displays, for each survey question, the cumulative percentage of responses received by score range (2 and below, 3 and greater than 3), colour coded for ease of review.

  • Snapshot

    Displays for each survey question the cumulative percentage of responses aligned to each possible score (0 to 5).

  • Ranking

    Displays the number of responses received for each survey question, ranked from highest frequency to lowest frequency based on mean score for each survey question. This helps to quickly identify areas of strength or requiring improvement.

  • Analysis

    Displays StoRI™ Score (Strength of Relationship Index) as a percentage, plus the mean score for each survey question as a percentage of the possible maximum score.

  • Verbatim

    Provides a word cloud representing all qualitative feedback captured for the survey, together with individual records of comments submitted by each client. This helps identify potential testimonials and to close the loop with clients on any issues that need to be addressed.

Former clients

  • Responses

    Displays the number of completed responses received by date throughout the survey period.

  • Ranking

    Displays the number of responses received for each survey question, ranked from highest frequency to lowest frequency (including no responses) based on the number of responses for each survey question.

  • Analysis

    Displays a word cloud highlighting key words/phrases derived from verbatim responses, plus all actual verbatim responses.

Surveys reports are available as per survey respondent's category.

Report Name Current clients Former clients
Responses Yes Yes
Individual Yes No
By Category Yes No
Snapshot Yes No
Ranking Yes Yes
Analysis Yes Yes
Verbatim Yes No

What-If Tool

You will have automatic access to our ‘What-If’ tool.

This is an extremely powerful feature of Valuiza as it enables you to understand what outcomes you could expect as a result of making one or more changes to a range of Relationship Drivers and/or LTV Drivers that are measured within Valuiza.

For example, you can move Relationship Drivers and/or LTV Drivers up or down using the convenient sliders to compare results for key metrics such as:

  • Lifetime Value (LTV)

  • Strength of Relationship Index (StoRITM) Score

  • Retention Score

  • Net Advocacy Score

  • LTV:CAC Ratio

This feature could save your business a lot of time and, potentially, a lot of money as you can see the expected results and develop highly focused client strategies for creating value without the risks associated with executing on a ‘hunch’ or ‘gut feel’.

Action Plan

You will have automatic access to our ‘Action Plan’ function.

The Action Plan is an extremely valuable feature as not only does it provide tangible evidence of your results (which can then be communicated within your business and with your colleagues), but also a range of suggestions as to how you could achieve stronger results. This allows you to more quickly identify specific areas for improvement and the levers at your disposal for improvements to occur.

If you have completed the LTV inputs, Valuiza will automatically compile and make available the Action Plan report for you to download or print. It is a comprehensive report covering your results associated with each of the Relationship Drivers, LTV Drivers and a number of key LTV-linked metrics.

Each item reported on will describe your result, provide a definition of the driver and, based on whether your result meets a pre-determined threshold, provide suggestions for improvement.

Qualified Leads

You will have automatic access to our Qualified Leads function so you can receive information about advice opportunities submitted by consumers. You will receive a communication from Valuiza every time a consumer has selected you to discuss a specific advice need and the lead information will appear in your dashboard for review. You can opt out of this function at any time.

If you participate, you can select any lead appearing in your dashboard, with an obligation to contact the consumer within 24 hours of notification.

Still have a question?

You can contact us directly if you have any questions. Let us know – we're happy to help!