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Service Value Assessments
Service Value Assessments
Exceeding Expectations
Our clients’ success is of paramount importance to us – not simply the success of our engagements with them, but their overall business achievement. It is for this reason that we began conducting Service Value Assessments (SVAs) in 1996. We take our clients’ success very seriously, so we conduct a formal customer satisfaction survey customized to each engagement. These assessments are delivered in an electronic format, and conducted annually to gain feedback about CLG and our consultants.
We also conduct informal checks with our clients throughout the lifecycle of each project to assure progress, and to make any necessary adjustments in service delivery or other identified areas.
In conducting our SVAs, we seek to measure the primary dimensions necessary for the success of our engagements. These include:
- Availability of the CLG consultant
- Quality of deliverables
- Customer focus
- Useful expertise
- Responsiveness
- Proactive support
- Working style
- Resource utilization
- Results
- Overall value of our contribution
- Overall value in comparison to other vendors
- Willingness to use CLG again if the need arises
- Willingness to refer CLG to others
Click on the charts to the right to see our average performance ratings over the past 12 years, and a more detailed four year comparison.
Clients completing an SVA not only rate our performance on the criteria listed above, but also provide written remarks, allowing deeper insight into their experience with CLG. A sampling of comments made by our clients can be viewed here.
While we love getting positive responses from our clients, we also value constructive feedback, because it helps us to perfect the way we work with our clients, and how our project teams function. It is our ultimate goal to provide the ideal solution to our clients’ business challenges, and our SVA is an essential tool in our pursuit of perfection.