Could you share any statistics, metrics, or user feedback that would demonstrate the quality of their performance?
We’re very happy with their performance. Through the years, we’ve been asked by the purchasing department at [the school] to go through a process periodically to see if there are other firms we want to use. We have looked at other firms, but each time we do end up returning to Urban Insight. They’re competitive price-wise but, mostly, it’s the attention we receive from them, which has been very important. We meet with them on a monthly basis. Chris himself comes, which I think is important. From a client perspective, it’s just more reassuring when the owner is present and engaged with the project. When they meet with us, and we go through a host of issues and each time, so it’s always a bit different. His staff works with me when it comes to setting agendas for our meetings. Sometimes, if it’s a specific project, the discussion is focused on that. Other times, we focus more on brainstorming ideas and leave the tactical work for afterward.
What I also like is that each meeting, they bring in something new that’s happening in technology that impacts our world and shares it with us. Our staff always enjoys that because we don’t come from the tech industry, but we use tech tools, and the fact that Chris and his team take so much time and care to educate us has been extremely valuable. Through that, he’s introduced us to some tools that help us monitor traffic and measure how effective our communication strategies are, and that’s been helpful to us in a big way.
When working with Urban Insight, is there anything that you would consider unique about their approach or development methodology that distinguish them from other vendors?
I think it’s their personal attention. They really do look deeply into what we hope to gain from our website technology. They always have our best interests in mind. If they can’t provide the service we need, Chris is great about connecting us with the proper resources to meet our needs. It’s clear that they’re really invested in the success of their clients and they take care to cultivate that relationship.
In retrospect, are there areas in which you think they could improve as a service provider?
Not really. That’s part of a regular exchange we have with them. Chris and his team are very open to feedback from us, and he gives us feedback, too. It’s really an ongoing conversation that we have, so there’s never really been the need to say that we’re not happy with something. Things change, and we have run into issues internally here before. The important thing is that they have remained very flexible with us.
What advice, if any, would you give to a future client of theirs?
Think hard about how you’re going to engage with them on a regular basis. It’s not just about the project, but also about how you want the relationship to grow. These guys can really help you in the long term with your technology needs, so it’s definitely important to think about how requirements could change and evolve in time.