Blog

How Client Satisfaction Research Drove a 50% Reduction in At-Risk Accounts

• A leading technology firm partnered with Anova to conduct a comprehensive Client Satisfaction Research initiative after a new competitor began eroding market share. Through a multi-channel approach – including phone, email, mail, and web – Anova gathered feedback from over 70% of the company’s clients, conducting in-depth interviews with those less than fully satisfied.
• Findings revealed that the company’s service model and reporting structure needed to evolve to meet rising competitive standards. Acting on these insights, the client launched a new tiered service model, enhanced client reporting, and implemented internal processes for capturing and acting on feedback.
• The impact was immediate and measurable: the firm reduced its number of “at-risk” clients by 50% and improved overall satisfaction ratings by more than 20%. The company has since made customer satisfaction analysis a standing component of its management cadence, leveraging recurring research to stay ahead competitors.