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Client Feedback Reports
While each individual Client Feedback Report has a primary focus on the client service team and its relationship with a specific client, the focus of a Summary Report is essentially on the firm – or relevant service area – and the perceptions of it by a number of its clients and therefore, conceivably, by the marketplace.
- A comprehensive report – prepared for each client that is part of the Client Feedback Program – includes attributed quotes, where appropriate, and presents the Client Feedback in the form of an executive summary, quantitative satisfaction and loyalty metrics, positive findings, negative findings, competitive comparisons and recommended actions for the client service team and the firm to consider and pursue.
- Periodic Summary Reports are often requested to compare recent with past results, to highlight areas where relationship management improvements are needed firmwide – or for a particular service area – and to offer insights and observations regarding client expectations, market trends, and competitive intelligence and comparisons.