27 February 2013

Odgers Interim commissions Client Satisfaction Survey

Last year, Odgers Interim commissioned its largest and most comprehensive client satisfaction survey and the results are now in. Nearly 100 clients across all of the key sectors it works in were interviewed by an external organisation.

The senior management team at the firm decided to undertake the project for a number of reasons and set aims: it wanted to establish an accurate measure of client satisfaction that can be used to monitor continual improvement; to establish the aspects of the client relationship that are of most value to its clients so it can prioritise efforts and investment; to include employees so the whole team understands where client satisfaction levels are; and to help achieving the firm’s goal of being the pre-eminent provider of executive headhunting services in the UK.

any of the results gave valuable insight which will now be built on. Regarding the interims Odgers provides, the top priorities for clients were around the performance and the value for money he or she offers. Whilst the key service drivers were whether our consultants understand your needs, the quality of the shortlists provided and if promises and commitments were kept. The research also looked at the satisfaction enhancers that could make things even better. The main points were around our responsiveness, taking the lead on assignments and meeting deadlines. The vast majority of respondents also felt the business’s sector knowledge is high.

With nearly 50% of Odgers Interim clients having increased their use of interims in last couple of years, this research project will now help to shape the entire service moving forward.

Grant Speed, Managing Director of Odgers Interim, commented: “As a business, Odgers Interim strives to be the very best and we are all proud of what we do and the service we offer. However, we are also acutely aware that there is always room for improvement, which is why we decided to undertake this survey. We’ve taken all of these comments on board and we will – of course – be striving to improve and develop how we work as a team.

Grant added: For us, one of the key findings was how our interims are a direct reflection of our own Odgers brand. We are quite rightly judged on their talents, and the impact they have, so we will continue to work as hard as we can to ensure every single assignment is a complete success; from the initial brief right the way through the conclusion. The immediate next steps for us have already begun and we are now formulating action plans that will include a series of targets that we can check against progress.”


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