Our Customers Are Important To Us!
As part of our regular customer satisfaction process, every client is contacted by telephone immediately following their audit. This helps us ensure we are providing services that are meaningful and focus on what our customers demand.
We have implemented the customer satisfaction system developed by Fred Reichheld in his book The Ultimate Question. Every client is asked a short series of questions. However, the “Ultimate Question” (How likely is it that you would recommend TRC to a friend or colleague) is asked of every client and the net promoter score is measured and trends tracked. World-class organizations net promoter score is typically between 75% and 80%.
Our score is as follows:
- 2015: 96.78%
- 2014: 96.59%
- 2013: 96.24%
- 2012: 95.45%
- 2011: 94.76%
- 2010: 92.45%
The Net Promoter System is a way of doing business. It requires every level of the organization be rigorously, consistently focused on the quality of customer and employee relationships first. Installing the Net Promoter System requires a strategic commitment by company leadership, because it defines cultural values and core economics that affect every part of the business system.
The link between customer loyalty and true, sustainable, organic growth is well established, and provides companies with powerful, measurable financial incentives to install the Net Promoter System. But unlike financial accounting rules that tempt companies to chase short-term profits at the expense of customer loyalty, Net Promoter System requires—and inspires—our entire organization to do right by its customers and employees. It is the business equivalent of the Golden Rule: treat others as you yourself would want to be treated.
Judging from the “core value” statements in most annual reports, the vast majority of business leaders want their company to grow by enriching the lives of their customers and employees.