Continuous Client Feedback Process
As part of Truepoint’s commitment to client service excellence, we initiated a formal client satisfaction dialogue survey with Wm Law & Associates, Inc. in January 2005. Wm Law & Associates, Inc. is an established consulting firm with a proven record of helping financial services organizations sustain growth and profitability. Commitment to a continuous client feedback process is essential to our success.
Over 200 interviews were conducted during the past twenty-four months, resulting in invaluable feedback from our clients. We are pleased to report that we scored higher than the industry average in all categories. Areas of particular strength are shown in the following table:
|Willingness to refer?||97%||100%||98%|
The most common observation from our clients:
We Aim To Please: Clients recognize and appreciate our “can do” attitude and personal demeanor.
We Do What We Say We Will Do: Successful client relationships start with a clear description of what to expect. We consistently deliver for our clients.
High Satisfaction Equals High Refer-ability: Truepoint has grown organically since its founding in 1990. 70% of new clients are referred to us by existing clients and other professionals. Because willingness to refer indicates the relative health of client-advisor relationships, we use this category to gauge our overall performance.
Although we are pleased with our results, we have identified areas for improvement. Accordingly, we have begun enhancing our reporting capabilities, website functionality and client contact frequency. In the past year, our clients have recognized these initiatives, encouraging us to continue to enhance our services.