Jones and Palmer have been running a client satisfaction survey over the past 12 months. We would like to extend a big thank you to all our clients who took part. The feedback has proved so useful and interesting that we plan to continue to run the survey on a regular basis. We are delighted to present our overall findings and update you on the changes we have implemented following their input!
Overall satisfaction
Our survey covered the assessment of satisfaction and importance to our clients areas such as (listed in the order of importance prioritized by our clients);
- quality of the final project produced
- efficiency of the proofing process
- speed of response to enquiries
- the importance of keeping projects on budget
- our project management skills
Our overall percentage of customer satisfaction came out at 81% over the 12 month survey. We will be using this as a benchmark for improvement for all future surveys.
The following graph summarises our key findings and indicates the percentage of satisfaction of our clients on specific issues;
Proofing
Our overall efficiency of the proofing process came out at 87%. This demonstrates a high average score, yet we will not rest on our laurels, as more was highlighted to us in the area of proofing.
Proofing recommendations from our clients
When asked about what changes they would make to the business, given their experiences, 65% of our clients who gave an answer (totalling 46 clients) referred to some area of our proofing process. This, understandably, is where we have been putting our efforts in terms of improvements and technological advances. Our brand values say that we will listen to you, we will inspire you and we will look after you, and to demonstrate that we have done just that in response to your feedback, please read on.
One of the comments that was mentioned by a number of clients during our interviews was the fact that whilst Jones and Palmer always offer cost-effective solutions, our clients felt that at times the turnaround of proofs was more important. In response to this, we are offering a trial period of 24 hour proofing to clients with projects running during March, April and May 2010. Booking a 24 hour proofing slot will guarantee a much quicker turnaround of proof. Please note that there will be a nominal charge (to cover our costs) for this service.
At Jones and Palmer we are continually looking to improve our service and processes in order to keep all our clients happy and to make working with us an enjoyable experience. We will shortly be offering our clients an opportunity to be part of a selected group to roll out our online proofing facility, allowing them to update proofs and share information electronically online. It has been through some rigorous testing internally and we feel it’s time we gathered our clients’ thoughts on our system. A significant number have already indicated their interest in this area of technological advancement, which we were already trialling internally.
If you are interested in taking up either of these opportunities, please either contact me, or contact your Account Director for more information.
Over and above this, our proofing department has had a number of internal changes to ensure that we are always offering our clients the best possible, most efficient yet accurate service. We have internal training and development programmes to ensure that we meet our clients' (understandably) high expectations. We assess our internal skills on a regular basis.
If you have any suggestions of improvements that we can make, please don’t hesitate to contact Heidi Hill. We would be delighted to hear from you. Perhaps you would like to take part in future client satisfaction surveys? If so, please contact Susan Bradley. Alternatively, take a look at updates on our corporate communications services, find out what our clients think of us or view our newly released corporate video.