CSL 2021 Client Survey 

Summary highlights from our annual client survey

It’s good to talk – but even better to listen. With a focus on paying attention to our clients’ needs we have just completed our third annual client survey. To be able to make year on year comparisons we kept the questions the same.

We are very proud to see an uplift in our scores across all three sections. These cover how well we support our clients when they need our help, accuracy of our work and partnership and how well we work collaboratively.

We’d like to thank all those clients that participated in the survey, as feedback is very important to us; enabling us to improve our services and delivery. Key highlights and comments are:


We scored an average score of 4.9 out of 5.0 for service, which is up from last year’s average of 4.7. Of particular note was our flexibility and responsiveness and our open communication. Comments included:

“Always feel comfortable getting in touch, either with a specific question related to purchased services or more exploratory conversations that may or may not result in a new purchase”
 “Without exception, the support and expertise offered up has always been beyond expectation and on or ahead of time”
“CSL was among the top agencies I worked
with on any project for 2021 owing to their ability
to deliver quality quickly”


We scored an average score of 4.7 out of 5.0 for accuracy, which is up from last year’s average of 4.5. We were pleased to see this improvement on accuracy. Comments included:

“An anomaly was spotted in the data by CSL and was bought to our attention and corrected even before I had spotted the issue. Gives great confidence”
 “We pay significant rebates based on the accuracy of reporting from CSL
“Rarely do things get overlooked but when they are,
the team are quick to resolve”


We also scored an average score of 4.9 out of 5.0 for partnership, which is up from last year’s average of 4.7. We are particularly proud of the fact that 80% of clients gave us 5/5 for partnership. A core principle of CSL is to work collaboratively with clients and not simply deliver just what is asked for. Comments included:

“I would put more if I could here. CSL has been even more helpful than my own team. I know I can count on them for anything even beyond their initial role. A true valuable partner”
 “Incredible! I feel we are a true partnership. Trust, honesty, communication and commitment. It’s a bit like a marriage after so long working together, but I feel a true two-way partnership!”
“CSL are virtually embedded within our organization
and at the table for planning stage”

And when asked “If someone you knew had need of a Business Intelligence solution, how likely would you be to recommend CSL?” our average score increased to 9.4/10 this year, up from 8.9/10 last year, giving us a Net Promoter Score of 80, up from 58 previously which is fantastic!

We are delighted that we continue to deliver projects that keep our clients very happy. Building long-term relationships is important to us and something we will continue to strive to do.

With this coming year still presenting significant hurdles to overcome, we look forward to supporting our clients.

If you would like to discuss any Healthcare Business Intelligence needs, get in touch and see how we can help info@csl-uk.com or call us on 01483 528302.


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