Client Satisfaction H1 2010
Our survey is based on a 5.0 point scale – 5 is Excellent, 1 is Poor. We target 4.5 and our compensation plans have significant incentive tied to achieving this number. So, the above results show that we scored an overall 4.69 from our surveyed clients.
Our survey technique is relatively straightforward. We survey every client for whom we did 80 hours or more in the period. This period we surveyed 163 clients and received 156 responses (95.71% response rate against a 85% target). They answer 12 questions related to consulting activity, consulting knowledge, project management results, sales expectations and accuracy of invoicing. We also ask some open ended questions to solicit wider range responses. The results are then aggregated by department, question, consultant, client and project manager so we get the clearest and most objective view of what our clients’ think of our service levels. The above result is what we received from the first 6 months of this year.
The response to each survey is reviewed by the services management team. Each client that scores us lower than 4.5 gets a phone call from the consulting director (GP, AX, CRM, DEV) of the appropriate department, or from the COO, to make certain we fully understand the client’s comments and how we can improve our service to them.
The I.B.I.S. team thanks its clients everyday in every way we know how – but we’d like to specifically thank you for being involved in the survey and helping us improve how we serve you.
