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2010 Client Satisfaction Survey Corporate Quality Team


about the survey CGI’s Corporate Quality Team (CQT) is responsible for assessing our overall quality and examining areas where TQM processes can be applied to enhance client satisfaction, reduce expense or enhance profits. Key to this effort is our Client Satisfaction Survey, implemented by the CQT in 2004. Surveys are sent out to selected clients from each account group following program conclusion to gauge their reaction to the services we provide. The following are calendar 2010 survey results from 88 client respondents (159 were invited to respond, which translates to a 55% response rate).


the company we keep

18% 49%

6%

9% 2% 3%2% 6%

5%

Healthcare Insurance Technology Manufacturing Retail Food HVAC Financial Other

Creative Group services every size company, including Fortune 100 and 500 companies, in myriad industries, including: Food Service, Healthcare, Office Products, Finance, Insurance, Technology, Retail and Manufacturing. We provide our clients with a wide variety of meeting planning and event services based on the individual company or business unit need.


overall satisfaction summary A. Three key satisfaction indicators

• Overall quality

• Overall value

93% rated CGI “above” or “far above” expectations. 91% rated CGI “above” or “far above” expectations.

• Total service satisfaction

92% rated CGI “above” or “far above” expectations.

No clients rated us “below expectations” on any of these indicators. B. How does our service compare? 97% said “somewhat better” (19%) or “much better” (78%). C. Would you recommend CGI? 100% said “yes.”


overall satisfaction 92%+ rate our quality, value and service satisfaction “above” or “far above” expectations. All but one of the 88 clients who responded to the survey is a repeat client. Quality, Value and Total Service Satisfaction 100% N/A Far Above Expectations

80%

55

55

56

38

36

36

7

8

7

The quality you receive from Creative Group

The value you receive from Creative Group

Total Service Satisfaction overall

Above Expectations Met Expectations

60%

Below Expectations

40% Far Below Expectations

20%

0%


overall satisfaction

97%

Service Quality by Comparison 78

80%

60% In response to the question, “How does the service from Creative Group compare with service from other organizations?,” 97% found our service “much better” or “somewhat better.”

40%

19

20%

3 0%

Much Worse

Somewhat Worse

About the Same

Somewhat Better

Much Better


overall satisfaction

100% All clients who responded to the survey would recommend Creative Group to others.

Would you recommend Creative Group to others? 100%

80%

60%

40%

20%

0%

Yes

No


key deliverables summary Program Management 91% said overall program management “exceeded” or “far exceeded” their expectations. Program Administration and Registration 95% said overall program administration “exceeded” or “far exceeded” their expectations. Internet Registration 78% said overall internet registration “exceeded” or “far exceeded” their expectations. Program Communications and Promotion 85% said overall program communications “exceeded” or “far exceeded” their expectations. Air Travel Services 88% said overall air travel services “exceeded” or “far exceeded” their expectations. On Site Travel Operations 96% said overall on site travel operations “exceeded” or “far exceeded” their expectations.


key deliverables Program Management 100%

4

4

4

4

6

6

11 22

N/A

26

4 18

80% Far Above Expectations

54 Above Expectations

54 68

60%

72

64

56 48

Met Expectations Below Expectations

46

44

62

44

40%

Far Below Expectations

20%

0%

35

7 Understood my audience and objectives

39

25

24

21

4

5

4

6

Satisfied my quality expectations

Were accessible

Were responsive to my requests

Managed obstacles with practical problem solving

31

36 25

26

7

5

5

Proactively managed & offered options to enhance my program

Understood my hotel purchasing needs and effectively negotiated to meet my budget needs

7

Purchased Documented hotel project product changes consisand tent with provided program status needs and reports specs

32 6 Delivered program within budget and time expectations

29 5 Program Management overall


key deliverables Program Administration and Registration 100%

4

2

1

1

67

67

27

30

5

2

1

N/A Far Above Expectations

80%

51 Above Expectations

57

60

60% Met Expectations Below Expectations

40%

Far Below Expectations

34 38

20%

12 0% Smooth registration process

2 Handled participant calls professionally

Quickly completed requested changes

Represented my company well to participants

35

4 Program Administration overall


key deliverables Internet Registration 100%

12

7

8

40

39

6

8

N/A Far Above Expectations

80%

37

Above Expectations

38 58

60% Met Expectations Below Expectations

40%

Far Below Expectations

30

29

33

33 29

20%

21

23

7

1

0% Registration process saved time and money

Provided attendees quicker access to info/ updates

20

19 Added value to my program and company’s image

Creative Group was responsive to requests for info and help

Internet Registration overall


key deliverables Program Communications and Promotion 100%

19

N/A Far Above Expectations Above Expectations

80%

60%

37 23

Met Expectations Below Expectations

21 33

42

30

23

36 35

40%

Far Below Expectations

20%

0%

33

11 Demonstrated clear understanding of communication needs

27

15

24

13

12

12

Completed requested changes on time

Managed communication budget

Program Communication and Promotion overall

1 Designed pieces that excited audience and motivated participation

30

24


key deliverables Air Travel Operations 100% N/A Far Above Expectations Above Expectations

80%

31

31

43

45

39

33

60%

Met Expectations Below Expectations

30

39

28

37

25

22

8

8

Obtained best airfares based on program guidelines

Air Travel Services Overall

40%

Far Below Expectations

20%

0%

24 6 1 Demonstrated knowledge and familiarity with my program/destination

22

23

4

1

Provided good customer service

Responded to participant/client requests in timely manner


key deliverables On-Site Travel Operations 100% N/A

17

16

49

58

22

17

17

16

44

50

53

53

33

29

28

27

27

5

3

5

5

2

3

Demonstrated destination/ program expertise

Directed good working relationships and ongoing communications with local supplier and hotel

Were welltrained to handle emergencies

Promptly advised me of on-site problems

Successfully executed last minute program changes

On-site travel operations overall

17

17

44

47

34 2 Provided pleasant, professional on-site staff members

80%

Far Above Expectations Above Expectations Met Expectations

60%

40%

Below Expectations Far Below Expectations

20%

30

0%

3 Staffed appropriately to provide proper level of onsite customer service

23


2009 2008 2007 2006

92% 87% 85% 56%

historical data

90% 88% 80% 47%

93% 88% 91% 53%

The percentages here show an aggregate of clients who responded “exceeded expectations” or “far exceeded expectations” for quality, value and total service.

100% 90% 80% 70% Quality

60%

Value

50%

Total Service

40% 30% 20% 10% 0%

2010

2009

2008

2007

2006


historical data The percentages here show an aggregate of clients who responded “exceeded expectations” or “far exceeded expectations” for the service areas noted below.

On Site Travel Operations

Air Travel Services

Program Communication & Promotion

2006 2007 2008 2009

Internet Registration

2010

Program Admin and Registration

Program Mgt

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


summary Creative Group’s efforts to monitor and improve service are not limited to client surveys. These are a few of the other ways we quantify our service. Post-Event Evaluation Post-meeting information and data are critical to our future success and reveal key information that both Creative Group and our clients can learn from.

Creative Group 2010 Employee Engagement Survey 83

Satisfied with their jobs

45 98

Plan to work for same employer a year from now

Business Performance Consulting Our performance measurment tools ensure that, no matter what the solution, we can quantify the return on investment and return on experience for our clients, among other key metrics.

78 75

Satisfied with employer’s promotion policy

National Avg. 78

Satisfied with training opportunities

25 85

Satisfied with their supervisor

On Time, On Target, On Budget OTOTOB is an internal measurement program and disciplined approach to managing all our clients’ projects. By working with these three ultimate goals in mind, our employees can continually provide exceptional customer service while meeting and exceeding client expectations.

Employee Engagement, Retention & CSR Every two years, we conduct via an outside organization a 99-question employee survey that measures engagement. Engagement is defined as Pride, Commitment, Advocacy, and Satisfaction. These four elements have a direct connection to business performance, productivity, sales, service, and retention. Some of the key questions we ask are presented at right with national averages for comparison. From 2008 to 2010, our overall engagement has remained at 95%, which is extremely high compared to other organizations. Favorable ratings remained above 70% across 96% of the items scored by our employees.

Creative Group

20

51 98

Are interested in their work

51 0

25

50

75

100


summary Employee Engagement, Retention & CSR (continued)

Client Retention

Employee engagement directly affects tenure as well. Creative Group’s low turnover rate enhances our ability to provide consistent, dedicated resources to our clients. Our average employee tenure is currently 11.75 years. We believe all our employees share in our commitment to give back to our community. Long before formal CSR metrics became central to companies seeking authentically reputable supplying partners, Creative Group has quietly strived to practice ethical corporate citizenship. More than in words, we have lived out – and continue to live out – these principles in our actions. Creative Group directly supports a variety of worthwhile causes, not only through monetary contributions, but also through service hours and gifts-in-kind. Respected organizations such as The Salvation Army, Sharing the Harvest, Make-A-Wish Foundation, Clean the World and Community Blood Center are a few examples.

Client Retention One industry source recently stated that the average lifespan of a client in our industry is 7 years. A dozen of our clients have been with us for more than 20 years, and several of our original clients are still with us today, more than 30 years later. A total of 25% of our clients have been with us 10+ years. We look forward to continuing these successful relationships for years to come. By the same token, we are also positioned for growth, with 49% of our client base in the 0-4 year range. Creative Group’s high level of client retention is a strong indicator of overall client satisfaction and of our ability to produce events that help our clients expand their capabilities and achieve positive business results.

Years with CGI

3%

7% 15%

49%

26%

30+ 20-29 10-19 5-9 0-4


2010 client survey  

creative group, service quality, client survey

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