This years’ insight6 annual franchisee conference was a great opportunity for all the CX Directors to come together and pool their expertise and experience, but it was also a chance to recognise those who had excelled over the previous year. The insight6 franchisee awards are given out every year to recognise achievement and to help inspire the whole network by showing just how much is possible with insight6’s unique business model.

This year’s winner of the Top Performing Franchisee award went to Paul Matthews, who has not only managed to scoop the award for the second time, but also enjoys this year’s success on the back of adding the nearby Surrey territory to his Sussex base.

We caught up with him recently to learn more about his journey so far.

Meet Paul Matthews, CX Director and owner of insight6 Sussex & Surrey Paul joined the insight6 franchise in 2015. He previously worked in the Health & Fitness industry, managing a number of leisure centres across the Sussex area. He first encountered insight6 as one of their clients, using their mystery shopping and customer feedback services to enhance the CX of the businesses he worked for. He was so impressed with the results, he leapt at a chance to become part of it when an insight6 franchise became available in his area.

“I was a client of insight6 for about 4 or 5 years” Paul told us, “but, one day, Jonathan (CEO of insight6) approached me and said ‘I’m looking for people to join me in the business, and I think you would be the perfect fit.’ The rest is history and I haven’t looked back since!”

The power of reputation CX Directors with the insight6 franchise excel not just because of the unique services they offer, but also because they become integral parts of their local business community. Trusted experts who companies know they count on to get results.

Paul puts down a great deal of his success so far to how well he has been able to build this reputation on top of the solid base insight6 has given him.

"Much of my business stems from word-of-mouth recommendations and referrals. Delivering quality work is essential, but equally important is building rapport and trust with clients. It's not just about what you offer, but also about fostering a genuine connection. This not only cultivates repeat business but also increases the likelihood of clients recommending you to others. "In addition to delivering excellent service, I prioritize networking. Building relationships and expanding your network is crucial for uncovering new opportunities. As an entrepreneur with insight6, success hinges on personal connections and effectively communicating the value I bring to clients."

Powering real positive change "One of the best parts of being a CX Director is seeing businesses thrive with our help. It's incredibly rewarding to know that our work is making a real difference. We provide them with practical, actionable data that they can actually use to elevate every aspect of their business. Watching them implement our suggestions and witnessing their performance soar is truly fulfilling. "I also love the variety of clients I get to work with. Each one brings new challenges and opportunities. It's fascinating to learn about different sectors and see how insights from one industry can benefit businesses in another. Working with such diverse clients keeps things fresh and allows me to continuously expand my knowledge and expertise."

Paul’s clients really are a very eclectic bunch. He regularly works for holiday parks, petrol stations, tourist attractions, law firms and online retailers. He even enjoys regular work from several local charities and a business dedicated to providing school meals.

There really is no end to the potential customer base with an insight6 franchise

What kind of businesses are looking to insight6 for positive transformation? The short answer to that is: pretty much everyone!

While you might most associate the traditional “mystery shopper” style CX of the past with retail and customer service centres, the kind of high-level service insight6 can offer appeals to a much broader spectrum. In fact, around 60% of their clients come from professional service sectors, such as Law, Accountancy, Education, and even Care.

Sound like something you want to be a part of? Let’s chat! We are always more than happy to take you through how the franchise works, and how it might fit into your goals and ambitions.