The Results Are In...Our 2020 Client Feedback Survey
Y’all know I like feedback. Not only is 360 Feedback a core value at Forthright, I also named the firm, well, Forthright. Delivering and receiving kind, respectful yet candid feedback is how we grow together, what we should keep doing, and where we can stretch or innovate. To that end, each year we do an Annual Client Feedback Survey where we ask our clients to help us continually improve.
This year’s results were a bright spot in a tough year. Here are a few takeaways:
Our clients are extremely likely to recommend us to others.
Forthright’s Net Promoter Score (a universal measure for customer experience) is nearly double the scores of even the most beloved national brands such as Trader Joe’s or the National Park Service, as well as practically double the average score for a consulting firm.
The most frequently mentioned word in the survey’s open comments?
Thank. Followed by Relationship and Excellent.
While that makes me blush, it also makes me enormously grateful to the freaking top-notch talent we have in our eleven thoughtful, smart and amazing teammates. Those keywords spotlight the incredible talent of the rockstars I get to work alongside.
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Another notable achievement?
Unanimous top marks agreeing “I can reach you when I need you”. For those of you who have been with me since the beginning, you know this one is near and dear to my heart. When I started Forthright, I set in place firm boundaries for our working hours in an attempt to provide work/life harmony to myself, our teammates and those we care for. I could not be more proud that for the second year in a row, we have data-driven confirmation that we are able to be highly responsive to our clients while still taking care of ourselves—and dang, that feels good.
Finally, I love that we make our clients feel important.
Another unanimous consensus from every single client was “you make us feel like we’re important to you” and that we are “thorough in our approach to our work”. Psst…that’s because our clients ARE important to us. We tackle each engagement as unique, and customize solutions and services to each of our clients. I’m thrilled it shows.
We know that 2020 was a hugely challenging year. A pandemic and all its associated hardships, injustices and impact, as well as the systemic issues that were harmful long before the pandemic, will require creativity moving forward, too. We’ll be diving headfirst into 2021 trends to suss out what will serve our clients best. I’m already excited about the refocus on the customer as well as purpose and values driven outreach for our child and family focused clients.
We also heard our clients when they said they want us to do even more teaching!
It’s important that we’re able to help you redefine your view of your communications challenges and opportunities, and then help you grow and flourish. (I won’t spoil it, but I’m excited about some upcoming new projects where we can learn together.) You’ll see lots more of that from us in 2021 as we continue offering resources for our community.
The bottom line? If this is what we could do in the year of our nightmares 2020, I can’t wait to see what the team and our clients can achieve in 2021. Thanks for being here with us.
