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Home > Frequently Asked Questions > How does Enquiro measure customer satisfaction/service?

How does Enquiro measure customer satisfaction/service?

At Enquiro we have open lines of communications with the client so in our weekly or bi-weekly conference calls, we engage our clients in discussions about their level of satisfaction. With any feedback we get through these conversations or through emails, we use them as opportunities to diagnosis concerns. When we send out monthly reports via a URL, we include a customer satisfaction survey.

Another procedure we use is the account review process. We build this into all projects. Depending on the duration of the contract, this is a two-way dialog between the client and Enquiro at regular intervals. This interview and email correspondence process is documented and signed off by the client. This account review document covers off the following aspects of the relationship:

  • Summary of percent work completed for this phase, the schedule and effort/cost status, actuals and variance from the baseline
  • Financial Report
  • Key Success Metrics
  • Customer Satisfaction Summary
  • Review of client Issues and Risks, a project Risk Assessment, challenges, wins, and any process tasks

 

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