We feel that the truest testimony of our efficiency and innovation is the satisfaction that our clients derive from our services and results. The longevity of our client relationships reveals our effectiveness and reflects how we continuously strive to keep them competitive in the marketplace.
Client Surveys and Satisfaction Scores
In 2009 we conducted the first ever global Customer Satisfaction Survey; it was amazing to see that 69.7% of our respondents responded back. Since then, year on year it has been an upward trend; from a 69.7 % in 2009 to 75.7% in 2010 to a phenomenal 77.4% in 2011.
We use an independent, third-party firm, specializing in satisfaction surveys, to provide us with the expertise of administering and analyzing the results of the survey. Our Business Excellence Team develops the survey and sends it to all global clients via email. The survey remains open for one month.
Last year, the survey was sent to more than 440 respondents, with 306 key stakeholders responding.