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Michael Stern Associates takes client satisfaction seriously. Our consultants have always been encouraged to solicit candid feedback from clients and candidates to help us learn and improve. In 1996, we took that initiative one step further: we hired an independent consulting firm, specializing in customer satisfaction research, to interview both clients and candidates for an objective, in-depth assessment of where we are succeeding and where we could do better. We’ve worked with that firm ever since and have continued to use this input to constantly improve.
MOST RECENT SURVEY RESULTS:
How did we rate? Obviously, it is crucial for a search firm to recruit high quality candidates who will perform exceptionally well in their new roles, and we scored well in that area. But all search firms should be offering that. The survey results say that we are taking client service a significant step further.
OUR CLIENTS:
We were rated “better than other firms” (3 out of 4) or “best in class” (4 out of 4) on:
- Ability to Understand Client Needs
- Professionalism and Ethics
- Accessibility and Responsiveness
- Thoroughness of Research and Candidate Quality
- Communication and Verbal Updates
- Timeliness
- Written Reports
- Follow Up on Candidate Success
Our clients told us that we offered more personalized service (“We didn't feel like we were caught in a large firm where we were just another number.”*) and provided them more direct access to senior decision makers. (“It was clear with some of the larger firms that we would not have a lot of face time with their senior people.”*). Our clients also appreciated “having direct access to all team members, rather than just the front or lead consultant.”*
All clients polled said they would do business with us again and would refer us to others.
OUR CANDIDATES:
We appear to be delighting our candidates as well. (“I had a great experience”*). “They treat you like an important part of the search,”* said one. “One feels as if you are treated as an individual, so that you are unique, instead of being one of many,”* said another.
While we are pleased with these results, this doesn’t mean that we will lose sight of our ultimate goal: continuous learning and continuous improvement until we delight 100% of our clients 100% of the time.
(* See Testimonials section for attribution)
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