Customer Experience

Maintaining a Leadership Position in Real Estate Valuation Services

Business Goals

A leading provider of real estate valuation and consulting services sought to ensure that it was meeting the needs of its clients and to identify opportunities to further strengthen relationships.

Approach

1. Internal stakeholder interviews with CEO and Board Members to inform survey development.

2. Online quantitative survey among 300 business-to-business clients.

3. Key driver analysis to determine areas most impacting satisfaction and NPS.

Impact

While our client was pleased with its strong client experience scores, the research indicated that they operate in a highly competitive environment where client expectations are continually being raised. The main value of the research was in uncovering marketplace trends and identifying the factors that most influence client loyalty.