Qual research told us planners felt reinvigorated for their role, to the extent that they now start conversations with, ‘What would you like to achieve today?’ rather than, ‘What problem can I help with’. It’s a change in perception that’s filtered down to our frontline staff.But how does this change in perception translate to actual numbers? By ensuring that our staff understood the value the offer, they’ve been far more likely to recommend it. This has contributed to turning around a 4-year -9.16% YOY decline to a positive referral rate of +21.27%. That’s a massive 113% over target.