Client satisfaction is kind-of-a big deal in business. Without it… well, there would be no business. So when we recently received a client satisfaction score of 97% we were unquestionably ecstatic. Unquestionably ecstatic – rolls off the tongue, doesn’t it!?
Now we can’t mention the client by name but it’s a safe bet you’ve heard of them. They’re a really big deal in the shipping world.
Measuring client satisfaction
So just how did we make it to 97%? At the conclusion of a service, clients are asked if they would like to participate in the survey. They are then asked to rate their level of satisfaction in five key areas of customer service. These surveys are continually administered to gauge client satisfaction performance. And we obsess over the results – so much so that it is the first of Quest’s four ‘core values’. Our average client satisfaction score is 95%. Achieving this level of client satisfaction is no small task and we accomplish it by exceeding client expectations, providing courteous and timely service, by doing whatever it takes to delight our clients and placing their priorities above ours.
Another way we achieve exemplary client satisfaction is through dedicated account management. Each client receives a dedicated client services manager to oversee and manage day-to-day activities. Each dedicated client service manager is then backed up by an all-star team including client services specialists, financial analysts, and environmental managers and an IT developers.
‘IT developer’ seems slightly out of place? Well, technology and data analysis is an integral part of how we do things at Quest. Clients are provided with key analytics data giving them better insight into how to best operate their business. And we’re right there with them every step of the journey – managing every aspect of the account, identifying and recommending opportunities to streamline (client) operations and securing financial savings.
Embodying client satisfaction
Speaking of statistics, here’s another that might illustrate how we live and breathe client satisfaction and customer service. Since our founding, we’ve retained management of 99.9% of all client locations – client locations that now exceed 20,000 service locations. Since just last year, we’ve increased our client location portfolio by 36%.
Our growing list of clients continues to see us as a trusted partner in achieving their sustainability goals. And, these client satisfaction scores prove our programs are working.
Are you looking for a partner – one that embodies client satisfaction – to ensure your waste minimization program is optimized?Contact Quest