Office We survey all of our clients as our mission was to find out how we could improve our service levels, and to understand where we can add the most value to both our new and existing clients.
Following the results of the survey over the last 6 months, we were proud to see that all of our clients are Promoters – giving us a maximum Net Promoter Score of +100
As part of our ongoing customer service review process, we surveyed our clients to understand more about their project experience. Client feedback covered everything from pre construction phases to design and all the way through delivery and post completion of the project. This is part of the internal processes at Rhino and gathering these client insights into the process has been influential to improving our levels of service and quality of work.
The Net Promoter Score is based on how many of your customers would recommend your brand. The responses are segmented into three categories based on the score they give. The three groups are Detractors (score 0-6), Passives (score 7-8) and Promoters (score 9-10).
The key takeaways we captured from our client engagement surveys provided great insight into our process. We have highlighted these six trends that stood out as the reasons why clients partnered with Rhino:
1. Customer Centric: We developed a deep understanding of specific needs & objectives.
2. Flexibility: Nothing was too much trouble and we were collaborative to accommodate any changes to work within budget constraints.
3. Design: Innovative solutions with a team that were able to interpret a client’s vision.
4. Quality of interactions: Strong engagement and a professional approach to challenging scenarios.
5. Value for Money: demonstrated competitive pricing combined with a high-quality service.
6. Transparent Financial Management: Clear communication about costs and budget management during the tender process.
One of the reasons this feedback is so meaningful is that it aligns with our core values and shows that we are backing up our words on our projects. We are really proud of the hard work our team displays across every project they work on, we also understand the need to constantly improve our offering.
There were some fantastic suggestions and ideas that came out from the responses and we can still see areas for improvement to ensure we continue to deliver the highest quality projects. This was a valuable process and we’re thrilled to see the business as well as individual team members be so positively recognised for their commitment to delivering quality projects.
It All Starts With a Conversation
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