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.

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Team

Becky Button, Tana Hall, Kerri Henderson, Elaine Welch

Year Completed

2020