Summary highlights from our annual client survey
With a focus on paying attention to our clients’ needs we have completed our fourth annual client survey and are excited to present the results.
We had a good response rate and gathered a lot of valuable feedback.
This survey was conducted to gain insight into the satisfaction of our clients and to understand how we can best improve our services.
The areas covered are how well we support our clients when they need our help, accuracy of our work, and partnership and how well we work collaboratively.
The survey results provide us with invaluable information about our clients’ needs and preferences, which we can use to make informed decisions about our services. We are grateful to our clients for their time and feedback, and we look forward to using the information to make our services even better.
Key highlights and comments are:
SUPPORTING 4.8
We scored an average score of 4.8 out of 5.0 for service. Of particular note was our flexibility and responsiveness and our open communication. Comments included:
“The CSL team is always willing to help and explore ways of analysing my business issues taking a longer-term view of the relationship. The team is always available to answer any queries as well”
“Your support is always available in a timely manner, whether that is simply acknowledging an enquiry and following up later, or generally discussing a point of interest”
“Great support and very responsive. High understanding of data, but more important for me is the surfacing of the insights. Good people, knowledgeable and also fun to work with”
ACCURACY 4.6
We scored an average score of 4.6 out of 5.0 for accuracy. Comments included:
“2022 has seen no issues with data. We are quickly alerted/advised of data which is different or missing”
“Superb attention to detail, this is one of the most critical elements required, thank you!”
“Always brilliant. Go above and beyond. I wish more companies that we deal with were as good”
PARTNERSHIP 4.8
We also scored an average score of 4.8 out of 5.0 for partnership. We are particularly proud of the fact that 84% of clients that responded 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:
“We really have a true partnership and communication is open and honest. The whole team is a joy to work with and nothing is ever too much trouble. Everyone at CSL has the same work ethic and we consider you integral to our company”
“Honestly, at first I didn’t realise you weren’t part of our affiliate!!! Great team working”
“We like to work in partnership and CSL excel at this. It’s a real pleasure working alongside you as it is a true collaboration not just a spec and deliver. You are agile and move with us as a partner”
Finally, we scored a Net Promoter Score of 70, when asked “If someone you knew had need of a Business Intelligence solution, how likely would you be to recommend CSL?” with 52% of respondents giving us the top score of 10 – extremely likely. With an industry average NPS benchmarked at between 38 and 58 we are particularly proud of our Net Promoter Score.
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.
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.
