Clients very positive about NLR
27-01-2010
Clients have expressed deep appreciation for NLR’s products and services, according to the results of a recent client-satisfaction survey conducted on behalf of NLR.
In order to gain better insight into possibly improving and enhancing our client’s appreciation of our organisation, in 2009 NLR commissioned Hussaarts / De Vos Marketing agency to conduct a client-satisfaction survey. The survey’s results revealed that not only are our clients are extremely satisfied with our organisation, but NLR was also ranked the highest among all comparable organisations surveyed.
The overall client satisfaction levels for NLR within our market segment - irrespective of the size of the project - are already very high. Acknowledged as among the NLR’s strengths are its knowledge/expertise, contributive abilities, and the quality of its final product. Areas where NLR will focus more attention on in future are: delivery times; communicating project delays to clients; and NLR’s reachability by telephone. NLR was also highly regarded in other areas, including its post-project aftercare, its focus on clients’ needs, and the overall price/quality differential of its products and services. “The NLR excels at maintaining good contacts with its clients during the project implementation.”
NLR’s first client-satisfaction survey was conducted in 2007, with the plan being to repeat the survey every two years. Remarkably, with regard to the 2007 survey results, NLR proceeded to improve its performance in virtually every area, from client focus and methods of project reporting, to practical applicability.
Standard practice upon the completion of projects is for NLR departmental managers to conduct ex-post evaluations with clients. NLR however also wishes to identify specific trends, including not only within the various departments but also throughout the industry as a whole. In addition, by repeating client-satisfaction surveys, it becomes possible to determine if areas identified in the survey results have in fact been improved.
Hussaarts/ De Vos Marketing Consultants conducts client-satisfaction surveys for organisations that provide knowledge-intensive services, such as NLR, TNO and the Netherlands Metrology Institute. All survey results are compared against a certain benchmark, which is an average measurement between comparable organisations. Telephone surveys were conducted among clients involved in projects that were at least 50% completed in 2008/2009 and that had a minimum value of € 5,000. This resulted in approximately 500 completed survey questionnaires.
