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Solutions  »  Client Satisfaction Assessment
 

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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Executive Director of Executive Development, Richard Ivey School of Business, UWO

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