CLIENT SATISFACTION SURVEY RESULTS
As part of our ongoing practice of working to improve client service, last year we conducted a survey of our existing clients. The questions we asked focused on key areas of our practice to identify where improvements can be made but also where we are already doing well.
We are please to report that the survey showed a high level of satisfaction by our clients, with the following results:
Overall standard of service
- Excellent 58%
- Good 39%
- Average 3%
Clients happy to recommend Marsh & Moss
Speed of service
- Excellent 50%
- Good 45%
- Average 4%
- Poor 1%
Courtesy & presentation of staff
As we rely heavily on our staff and their ability to communicate effectively with clients we were particularly pleased with the results for speed of service and courtesy and presentation of staff. Obviously the most pleasing result was that 99% of our existing clients are happy to recommend us to potential new clients. This is vitally important for any business but particularly one so reliant on such recommendations.
This year we hope to focus on the issues surrounding the 1% who would not recommend us, to try and further improve our services.
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