Client satisfaction
We are ISO9001 accredited and manage consulting projects using a clearly defined quality management process. At the end of each consulting project we invite our clients to give us their feedback by completing a Client Satisfaction Questionnaire. The results of these questionnaires are used in our internal project review process to identify potential improvements or training needs.
Over 80% of our clients take part in this process, which has been in place since our quality system was introduced in 1995. Some of the comments from these questionnaires are included in the ‘Business solutions’ section of this website.
The results demonstrate that clients consistently rank cda as between ‘4’ and ‘5’ – that is, between ‘Above average; generally exceeded expectations’ and ‘Very good, outstanding’, across a range of performance criteria.
This data was last updated on 17 January 2008 and includes over 290 separate consulting projects.
| How thorough and effective was our project planning? |
4.5 |
| How effective was the relationship between your team and ours? (rapport, trust, frankness etc) |
4.6 |
| How well did we understand and adapt to the culture and needs of your organisation? |
4.5 |
| How successful were we at achieving the project deadlines? |
4.6 |
| How would you rate the skills and knowledge of our consultant(s) relevant to the needs of this project? |
4.6 |
| How well do you feel that the project met its defined objectives (as outlined in the original proposal)? |
4.5 |
| How do you rate the overall benefits of this project to your organisation? |
4.5 |
| What is your overall assessment of the value for money that this project represented for your organisation? |
4.4 |
| Taking all of these factors into account, together with any other thoughts you may have, how would you rate our overall performance on this assignment? |
4.6 |
Full details of the response scale used in our Client Satisfaction Questionnaire are as follows:
- Very poor
- Below average, some significant shortcomings
- Around average
- Above average, generally exceeded expectations
- Very good, outstanding
