Customer satisfaction measurement for professional services. Presented by: By: Date:

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1 Customer satisfaction measurement for professional services Presented by: By: Date: Rob Halls FRICS ACQI, Compliance Manager 19 January 2012

2 Currie & Brown Provide construction and property consultancy services Strategic advice on management of physical assets Project management, cost management, building surveying, PFI-PPP consultancy, risk management Founded 1876, independent, 600 people worldwide All types of buildings and engineering works Public and private sector clients, including government departments and agencies, banks, pharmaceutical, healthcare, education, housing, commercial, industrial, oil and gas, marine, transport, water, power, nuclear etc.

3 Key Clients

4 Rob Halls FRICS ACQI, Compliance Manager 46 years a quantity surveyor, 41 with Currie & Brown 34 years a partner and director Run offices in London and Plymouth Led SW region: Bristol, Cardiff, Bournemouth, Plymouth Led cost management services + strategic cost planning Introduced and developed risk management services Health & safety responsibilities Compliance Manager nearly 2 years covering quality management, health & safety, environmental management, corporate social responsibility

5 ISO 9001 requirements include: 5.2: Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction

6 ISO 9001 requirements include: 8.2.1: As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined NOTE Monitoring customer perception can include obtaining input from e.g. customer satisfaction surveys

7 Our system didn t work Very few client feedback questionnaires returned The questionnaire was poor Analysis was difficult The questionnaire seemed more focussed on ISO 9001 than on our clients needs One question was duplicated! Improvement started but stalled A spat with marketing as to who owned the questionnaire

8 A different approach Common ground with marketing colleagues New questionnaire developed together A team approach With marketing colleagues With senior management, their backing was essential With all involved in implementation Focus on clients and our business needs, not ISO 9001 Procedures and follow up process developed too

9 The client feedback questionnaire 1 question or 30? Some quality management, some marketing, or both Focus on key issues Phrasing the questions Responses to be measurable and open-ended

10 The client feedback questionnaire Most questions prefixed: How satisfied are you with our.. Scores out of 5, not 10: 1 = Very dissatisfied; 2 = Dissatisfied 3 = Neutral (eg, for Don t know or Not applicable ) 4 = Satisfied; 5 = Very satisfied

12 The questions: How satisfied are you with our Contribution to achieving your defined objectives for the project? Accuracy and presentation of our work? Timeliness in delivering our services? Staff s technical ability? Staff s proactivity, enthusiasm and accessibility? Ability to deal with problems with the project? Collaboration with the professional team and other stakeholders? Approach to health and safety?

13 More questions: How satisfied are you with our Commitment to achieving sustainable solutions for the project? Finance and administration teams? Communications with your company? Commitment to our own corporate social responsibility objectives? Efforts to add value and provide innovative or imaginative solutions? Overall service?

14 Which of the following statements is closest to your view? 1. Currie & Brown generally performs worse than other consultants. 2. Currie & Brown is an average performer but is no worse than other consultants. 3. Currie & Brown is generally a good consultant but no better that others. 4. Currie & Brown is my preferred consultant but it is likely that I will use others. 5. Currie & Brown is my preferred consultant and I am unlikely to switch for the foreseeable future.

15 Other, mostly marketing, questions What challenges do you and/or your company face? Are there any people in your organisation that Currie & Brown should meet, e.g. for further satisfaction survey or introduction? Do you have any other comments? Would you be prepared to supply us with a client testimonial or reference?

16 Procedures and guidance notes Apply to a particular project, not a general survey Target significant (or all) clients, don t avoid any Use the questionnaire about 25% into service period At an interview by main or UK board director Project leader sets up the interview and briefs the director Fill in project and other details ahead of interview If answer sounds wrong, ask about it and make notes Make full notes to help understand and amplify info given Say thank you ; note a provisional follow-up date

17 Procedure after the interview / questionnaire Record responses into database; let key people know Consider responses; actions required; make a Record Check on the actions being taken; update Action Record Discuss with the client the actions being taken; ok? This follow-up by project leader; promptly Follow-up interview by director Inform quality and marketing managers of progress.

18 Action record Client s or interviewer s comments Action identified Actions being taken and date Client s comments on actions taken, date Action complete Note: persist with actions until client is satisfied Record onto database; let key people know

19 Keys to success A team effort with marketing and senior management Focus on key issues, not everything possible A good questionnaire, not too long Phrase the questions very carefully Interviews by senior directors Involve and feedback to project teams, praise is good Follow up on actions from the interview / questionnaire Get client s agreement to the actions taken Persist; keep it constructive and positive.

How to Develop an Effective Customer Satisfaction Survey

WHITE PAPER DECEMBER 2005 How to Develop an Effective Customer Satisfaction Survey By Ira Kerns, Managing Director, GuideStar Research www.guidestarco.com, 212-426-2333 What to Measure A basic and effective