Results from last year’s Client Feedback Surveys were exceptional. Our clients gave us 91% for overall satisfaction which to date is our highest yearly average in customer experience.
Since 2012 we have been sending e-surveys to all clients whose projects are close to completion; of those contacted in 2016 1 in 2 responded.
The survey asks clients to assess our performance on a 1-10 scale across 10 key drivers of customer satisfaction. We also ask them which areas of service are important to them, how likely they are to recommend and use our service again as well as how they feel the service compared to similar consultancies.
We believe listening to our clients is important to ensuring our success and recognition as a leading marine consultancy.
The results of the surveys form an integral element of our continual improvement processes in our ISO 9001:2015 Quality Management System.
We look forward to maintaining our extremely high levels of customer service and will strive for even better results in 2017.