Client Satisfaction Analysis
Listen to your clients or they will listen to your competitors. Hearing and meeting the needs of clients will directly impact satisfaction, loyalty, and most importantly, retention levels. But, gathering unfiltered, candid feedback from clients is easier said than done.
This customized research program provides true unfiltered client opinions about products/services and client service levels. More specific key benefits include the following:
- Isolate key strengths, weaknesses, and gaps within the product and service offerings and the client service platform.
- Establish product/service quality benchmarks that can be measured on a regular basis, thereby improving accountability
and enabling the Company to tie compensation to changes in satisfaction using precise, quantifiable measures.
- Benchmark ratings for multiple product/service and client service attributes against peer group competitors.
- Provide actionable recommendations for helping to prioritize product development, technology and training resources
for the highest short and long-term ROI.
- Generate direct, unfiltered feedback on relationship management personnel. Use this data to create quantitative
benchmarks for evaluating and compensating key employees.
- Identify all "problem" and "potential problem" accounts and identify reasons for dissatisfaction.
- Create working dialogues with at-risk accounts to stabilize these situations and provide the correct insights, and enough
time, to implement turnaround strategies.
- Identify best references for use in selected new business situations.
- Identify perceptions and/or preliminary levels of interest in additional products and services.
- Provide independent research that will enable the Company to share selected information for maximum impact with
current and prospective clients.