Client satisfaction is the crucial measure of success
Service quality is the foundation for ThoughtBridge because the essence of what we are selling and delivering is performance. Our performance is the people; it is what our clients buy. We feel that our strong focus on customer service and performance gives us the opportunity to compete for clients and earn the trust and confidence of those who do business with us.
The client is the ultimate judge of value that ThoughtBridge brings to the organization. Client Satisfaction is paramount in what we do and to monitor our progress, ThoughtBridge has formulated a Strive for Five Client Satisfaction initiative.
At the end of each project, we will ask our customer to grade us on our project performance by completing a survey. The survey will be in 2 parts. Part 1 will request feedback on the performance of the project team as a whole and Part 2 will request feedback on each individual consultant(s) who worked on the project. For all surveys received during a quarter, we will compile the results and assign points to each consultant and provide customer satisfaction bonuses.
In 2007, ThoughtBridge acheived an overall Client Satisfaction rating of 86% for the team and 89% for the individual consultants. While this is above industry standard, we will continually strive for improvement. The 2008 Strive for Five goals are 90% for team and 92% for the individual consultants.