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| Solutions » Client Satisfaction Assessment |
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How will a Client Satisfaction Assessment help you?
- Do you know the real satisfaction level of your clients?
- Do you know why they are happy or unhappy with your products and services?
- Do you know how you compare with your competitors or other suppliers?
- Do you need to investigate problem areas in your company’s interactions with
customers?
- Do you wish to take corrective actions and definitively solve problems?
- Are you monitoring your client satisfaction on a regular basis?
If you are facing any of these issues, Mezzanine’s Client Satisfaction
Assessment will deliver the information you need.
A Client Satisfaction Assessment delivers impartial perspective on how your
client base views your services and products, determines what elements of your
service or products matter to your clients, and identifies opportunities and
potential problems. We use a proven methodology and combination of qualitative
and quantitative tools to determine critical insight on client satisfaction. A
rigorous, sustained client satisfaction assessment leads to increased customer
satisfaction and retention levels.
Our Approach
There are 4 steps in a Client Satisfaction Assessment.
Stage One:
Confirm the variables that are believed, by your organization, to impact overall
client satisfaction and determine the variables that will be measured through
the Client Satisfaction Assessment.
Stage Two:
Identify the appropriate mix of assessment tools and develop the customer
assessment template. Depending on the information objectives, two complementary
methods to gather insight and data are used:
- In-depth interviews with key customers. This method is used by organizations
seeking qualitative findings and who want to engage key customers in the
assessment in order to gain valuable insights on how to better serve them.
- Telephone or online survey among a large sample size of clients to gain
insight on their overall satisfaction. This method can be used in addition to
in-depth interviews for clients who need rigorous data to build a business case
for changes in their organization.
Stage Three:
Conduct interviews with clients and then deploy the surveys to the broad client
base. Compile and analyze results of interviews and the survey to quantify
satisfaction levels, drivers of satisfaction or dissatisfaction, and specific
opportunities for enhancing the value you deliver to your clients.
Stage Four:
Provide fact-based data and insight on the strengths and weaknesses of your
current operations and identify potentially differentiating features against the
competition. Develop metrics for benchmarking your performance in the future to
ensure you are improving in the areas that are most important to clients. Make
recommendations on actionable improvements and corrective measures if needed.
Benefits to Clients:
A Client Satisfaction Assessment delivers impartial data and insight on how you
are performing. You will obtain in-depth qualitative insight backed by
quantitative data to validate or refute your assumptions about performance. This
information provides benchmarking data needed to support changes in operations
and communications. It also enables you to accurately track the improvements you
are making. The Satisfaction Assessment Process is a powerful differentiating
factor, as it demonstrates to your clients your commitment in continually
monitoring and improving your services.
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"EPCOR was very pleased with the way
Mezzanine researched a number of key
issues in the Ontario market. They
helped us develop a better view of the
opportunites and competitive landscape
that existed. We have already
recommended them to our partners."
- Andrew Riley
Marketing Manager, EPCOR Energy Services |
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“I was very impressed with the level of
professionalism and quality of the
report. Each of the members of the
Mezzanine team quickly earned my
confidence and were a joy to work with."
- Alana McPhee
Principal, Coventree Capital Group |
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“The Mezzanine team I worked with was
responsive, accurate and an absolute
pleasure to work with. I would highly
recommend them, and I look forward to
working with them again in the future.”
- Noel Hulsman
Editor, Report on [Small] Business, The
Globe and Mail |
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