CLIENT SATISFACTION CASE STUDY

RETAINING BUSINESS BY INCREASING CLIENT SATISFACTION & LOYALTY

Chatham Partners recently completed a client satisfaction project on behalf of a large investment company offering a full range of retirement service solutions and products.

 

Objectives

• Determine the key strengths, weaknesses and gaps within the company’s retirement services solutions and products.
• Establish measurable benchmarks that will enable the company to assess client satisfaction in regular intervals.
• Benchmark the company’s ratings against direct competitors in each product/service area.

Chatham Solution

• Developed a customized research questionnaire and sampling plan.
• Conducted telephone interviews with select respondents to generate unfiltered feedback on service-delivery shortcomings.
• Identified all “problem” and “potential problem” accounts and discovered reasons for dissatisfaction; created dialogue with these “problem” accounts.
• Provided actionable recommendations to help the company prioritize resources for the highest short and long-term ROI

Results

• Increased overall loyalty rates of highest value clients by 6%.
• Identified company’s areas of weakness in products/services and provided help with turnaround strategies.
• Pinpointed overall perceptions of, and interest in, additional product/service offerings.