Category: Other

Client Feedback 2019

By Lauren Kelly

17 Jan 2020

What do our clients think? Recently, we conducted a client feedback survey to understand if we are meeting our clients' expectations and how we can improve the services we deliver.

At Gerald Edelman, our mission is to help our clients achieve their aspirations by becoming their first port of call for advice. To ensure we continue to meet our client’s expectations and are on track to meet our mission, we recently asked our clients to have their say and give their feedback.

Our client’s feedback is integral for us to continue to develop our services to meet the needs of individuals and businesses, and ensure we continue to provide them with the level of support they deserve.

Following our feedback survey, the key takeaways were:

  1. Clients gave Gerald Edelman an average score of 4.6 out of 5 for client experience
  2. Clients are extremely likely to recommend Gerald Edelman, giving an average score of 9/10
  3. Clients rate the service they receive from Gerald Edelman’s partners as exceptional, giving an average score of 9/10
  4. Clients rate the service they receive from the Gerald Edelman team as exceptional, giving an average score of 9/10

Through the survey, we were also able to identify our Net Promoter Score – the leading metric for measuring customer loyalty. We are delighted to announce that our score is +68, which is above the industry average of +43 for professional services.

These scores give us confidence that we are meeting the needs of our clients. However, we will never be complacent and will be continuing to enhance our services over the next 12 months to ensure we meet the changing needs of our clients and businesses.

View the full results on our infographic here.

 

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