We wrapped up our customer satisfaction survey of end of last year. Customer satisfaction has a lot to do with setting and meeting expectations. So to draw meaningful results, one needs to be thorough in measuring. And we were. Our results are pretty good. We interviewed 15% of our customers. Most inspiring was our customers’ commitment during the survey and the valuable feedback. We based our survey on research that indicates key drivers of customer satisfaction for services businesses. We measured our customers’ appreciation of their relevance and how we scored on them relative to competition:

Understanding: listening, understanding and anticipating the customer’s needs and expectations;

Effectiveness: delivering services and solutions that bring the agreed upon deliverables/ benefits for the Customer;

Efficiency: delivering good value for the agreed upon budget;

Timeliness: delivering services and solutions meeting the agreed upon milestones;

Creativity: delivering innovative services and solutions;

Responsiveness: responding to the customer’s requests, adapting and solving potential issues;

Communication: keeping the customer informed on the progress and issues in a trust-based relationship;

Ease of contact: being approachable, easy to contact, polite and respectful.

Not surprisingly, our customers find “understanding”, “effectiveness” and “efficiency” the most important drivers. We outperformed competition on all dimensions, and should be very happy about the results and grateful to our customers for the trust.

Nevertheless, like I always say, “one is as good as one’s last project”, going forward we need to keep up the good work.

Best,

Chris