Understanding client needs

Client feedback is measured against ten key performance criteria - including budget and time management, communications, innovation, health, safety, quality and environmental issues - providing an overall indication of client satisfaction. 

At a project/service level, Mouchel's project teams gather feedback from client organisations through face to face interviews and the completion of feedback forms. During the year the introduction of more efficient methods of collecting feedback - including the use of online client surveys - have further helped improve client participation rates.

Larger clients are assigned an account manager to ensure that the Group continues to meet their expectations and address their needs. Account management plans have been established for these client organisations and feedback is gathered by an independent client relationship team through face to face interviews. The Group has continued to roll out its annual independent client survey programme since its introduction in 2007, reaching around 70 client organisations in the last year, and providing a more in-depth analysis of client perceptions.

Further to this, the implementation of an improved online client survey system in 2009 allows account managers to assess trends and improvement areas more effectively, providing a more powerful tool with which to analyse and respond to client feedback.