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Conshohocken, PA, United States, 2010/08/04 - Twice a year, we formally survey our clients to receive direct feedback in key areas such as Delivery, Account Team, Project Management and Products and Services offerings. Then we put that feedback to work.
Alliance Global Services, a premier global software solutions firm, today announced that it has successfully completed its first half of 2010 Client Satisfaction Survey with outstanding results. Alliance’s approach to client relationships involves setting accountabilities as in all of the company’s areas of business. The Client Satisfaction Survey program measures performance through data collection, metrics, actions and follow-up progress.
“Throughout the relationship, we ask our clients, ‘how are we doing and what can we do better?’ The Client Satisfaction Survey puts a formal and measurable program around those questions,” said Lauren Feehrer, VP of Delivery and manager of the program. “After receiving our clients’ results, we set up a comprehensive plan to follow up on specific areas and to continue overall improvement, a commitment outlined in our business strategy.”
Alliance measures performance areas including Delivery, Account Team, Project Management and Products and Services through an online survey to each of our clients. A key metric adopted by Alliance is the Net Promoter Score (NPS), a standard in gauging a client’s perception of the success of the relationship. Alliance scored a 60% NPS, over twice the industry average of 14%.* In addition to checkpoints throughout the life of the engagement, the Client Satisfaction Survey is conducted twice a year.
“I am extremely proud of the outstanding results and our team members who continuously receive excellent scores,” said John Castleman, President and CEO of Alliance Global Services. “The success of the program lies in the transparency and trust we have with our clients to openly share feedback so that we can perform at the highest level of customer service.”
Additional highlights include the following percentage of our clients scoring us excellent or good in the areas listed below:
• Business Alignment – 93% of our clients believe we are excellent or good at understanding their goals and objectives.
• Communication – 94% of our clients believe we are excellent or good at communicating effectively.
• Delivery – 91% of our clients believe we are excellent or good at achieving the statement of work.
• Effort – 96% of our clients scored us excellent or good on our willingness to go the extra mile.
To find out more about the Customer Satisfaction Survey, a part of the RIGHT Experience program, please visit allianceglobalservices.com/.
About Alliance Global Services
Alliance Global Services (allianceglobalservices.com) is a software solutions firm providing the full life cycle of capabilities from strategic guidance through product development, quality assurance - testing, and application maintenance outsourcing. With our proprietary RIGHTLINE methodology, we focus on cost effectively building and maintaining software products and applications for software, content and data intensive companies whose businesses depend on software innovation. Founded in 1994, Alliance is headquartered in suburban Philadelphia, Conshohocken, PA. The firm's worldwide offices include: Boston, Chicago, Bridgewater and Hyderabad, India.