tHE rESULTS of our Customer Satisfaction Survey 2021
Customer feedback is the most crucial insight into the quality of company services, showing the strong points and indicating those that need improvement to fulfill the customer expectations.
During the last few months, we conducted a customer satisfaction survey among our Clients from Sweden and the UK. And today, we’re happy to share that we received an excellent 4,4 overall assessment rating (on a scale of 1-5). What’s essential is that all respondents assessed our services as good or excellent. It’s a significant achievement, and we couldn’t have done it without the outstanding contribution of each Colleague in our team and our Clients’ trust.
Best rated: quality of deliverable and cooperation
We asked our Clients to evaluate the various aspects of our services on a scale of 1 to 5 (1 = poor … 5 = extremely good). The survey focused on the quality of the deliverables, efficiency and keeping budget, keeping deadlines, communication and reporting, creativity, proactivity, interest in and knowledge of client business and industry, as well as the smoothness of cooperation.
The respondents assessed both the collaboration with the project teams and individual consultants. We obtained the best rates both in the project teams and consultants’ assessment for:
- the quality of deliverables,
- communication & reporting by consultants
- consultants’ interest in and knowledge of client business and industry.
Individual consultants received high scores for clients’ business and industry interest and knowledge (average rate: 4.8), cooperation (4,8), efficiency and keeping budget (average rate 4.6), as well as communication & reporting (4.6).
Why do we appreciate it? The feedback culture
We build a feedback culture in our organization, where every employee gives and receives feedback on a regular basis. We know how it affects better performance and also enables better work relationships. The more we greatly appreciate the valuable Client feedback. Our goal is to provide services that meet our clients’ needs and challenges, solve their problems and fulfill their expectations. The survey results help us see what we’re doing well and what we need to improve.
We want to listen to our Clients and take action based on the received feedback. This year’s survey showed us the points for possible improvement at the team level: increasing timeliness and deepening client industry knowledge. This year, we will focus on improving our performance in these areas to answer our client’s expectations even better.
We want to thank all our clients who took their time to share their views on various aspects of our collaboration.