ABSTRACT
Client satisfaction is the extent to which a firm's services meet Client expectations. It is well-known that a small increase in Client satisfaction can yield considerable additional net profit, so it pays to constantly strive for increased Client satisfaction and loyalty through continuous monitoring and improvement of the Client experience. The process of identifying performance gaps on service-related issues is best affected by interviewing or surveying Clients. It is the role of management to set the corporate goals for Client service standards. There are many benchmarking surveys available that enable firms to have a clearer picture of their relative performance in Client satisfaction. Yet the Client Care Survey shows that less than half of professional services firms surveyed carry out any form of competitor comparisons of Client satisfaction. Market research should also seek to clarify the firm's comparative performance. Client satisfaction surveys typically ask about the non-financial aspects of doing business: the firm's overall performance in meeting a Client's requirements.
