In 2017, we implemented the Net Promoter System to measure our clients’ satisfaction with our services and to identify areas for improvement.
We engaged independent client experience firm, Client Culture, to conduct the survey on our behalf. Our clients were asked to participate in a simple one question survey, to determine how well the firm is meeting clients’ needs and providing the service that they expect. The results were excellent, with KHQ achieving a very high NPS score of 67, well above industry average. Our client score (the average score provided by respondents) was an impressive 9 out of 10.
Clients were also invited to provide feedback on our work, which was valuable in helping us to identify opportunities to continuously learn, adjust, adapt and improve our performance. We have gained so much from this experience that we have decided to conduct these surveys annually.
We are committed to developing truly honest client relationships. Being open to criticism and actively seeking it out is a key part of that. While we are pleased with the excellent results achieved so far, we won’t rest on our laurels and will continue to explore ways to better meet the changing needs of our clients.