From the President’s Desk: Measuring Client Satisfaction

Robert Simpson

Robert Simpson

President & CEO

For the last 20 years, Robert has specialized in strategic communication and public relations, focusing his passion for storytelling to help organizations achieve greater impact. As PR Associates’ leader, Robert plays a role in collaborating with clients and our teams to develop strategies and create experiences that deepen audience engagement.

It’s that time of year when we receive the results of our highly anticipated annual client services survey. It is highly anticipated because it’s a report card from our clients measuring their satisfaction with our commitments and results, our responsiveness, and, most importantly, whether we met the objectives we set out to achieve. The annual client services survey plays a significant role in determining individual performance bonuses, promotions, and professional development for our team members. So when the client satisfaction survey results arrive in our mailbox from the independent auditor, there’s always a sense of excitement, curiosity and uneasiness about how we’ve done.

This year, like past years, we hired an independent auditor to reach out to our clients confidentially and ask them how we are doing, what we are doing well, and where we could improve. The interviews solicited input on satisfaction with the services provided by PR Associates, as well as satisfaction with the PR Associates team and their delivery of a broad range of services.

Clients were generous with their time and frank with their feedback in the spirit of assisting us to understand our stand-out strengths and areas we could improve going forward. It’s a pleasure for me to share some of the highlights of the survey and while we know we still have some work to do to get it all right, overall, we are pretty happy with the results.

Here are the highlights:

Eager,” “enthusiastic,” and “opportunistic” were words chosen to describe PR Associates and the team. This was put in a very favourable context, referring to the “hunter” like qualities of team members in finding opportunities for clients.”

Comments included:

Best in the business – expectations were high and met these and then some.”

“Delighted – checking the boxes.”

“Exceptional – very knowledgeable group.”

“Delighted consistently – very responsive and a big effort to understand our sector and look for opportunities for us. They do what they say they are going to do.”

 

The third most highly ranked strength for PR Associates was the responsiveness of the team to client concerns.

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