What are the top drivers in creating a positive client experience?
Research Project Name
Enhancing the Client Experience
What We Did
We interviewed a selection of clients in our Northeast, Northwest, and European regions to understand the key components of an ideal client experience from their perspective. Using a grounded research theory approach, we conducted thirty-minute, one-on-one interviews with clients using a common question set. After transcribing each conversation, we identified and coded key their responses by theme or topic to develop a unified series of findings based on client responses.
Becky Button, Tana Hall, Kerri Henderson, Elaine Welch