Study Shows 83% Drop in Client-Identified Problems with New Client Satisfaction Tool

Study Shows 83% Drop in Client-Identified Problems with New Client Satisfaction Tool
PSMJ expands partnership with provider of powerful client feedback resource

NEWTON, Mass. (August 14, 2013) – PSMJ Resources, Inc., the leading authority, publisher, and consultant on the effective management of architecture, engineering, and construction firms, announced today an expanded partnership designed to give architecture, engineering, and construction (A/E/C) firm leaders the tools that they need to become more client-centric. 

The Client Satisfaction Analysis (CSA) product, created by Client Feedback Tool and developed in response to client feedback, surveys clients of architecture, engineering, and construction firms to measure critical factors, such as responsiveness, quality, and the clients’ overall satisfaction with the firms’ services. 

In a recent study of 1,121 client relationships by Client Feedback Tool where the client ranked the vendor as not having met expectations, more than 83% of those same vendors marked the vendors as having met expectations after the second survey—demonstrating the vendors’ abilities to make vital changes before losing their clients.

PSMJ is now able to offer this comprehensive CSA to A/E firm leaders as one more way to strengthen client relationships.  PSMJ’s Founder and CEO, Frank Stasiowski, stated “We are thrilled to be able to present this critical tool to our clients. In today’s reality of more firms chasing fewer projects, you can’t just assume your clients will tell you if they aren’t happy.  With this tool, you can discover and fix problems before they cause the client to take that call from one of your competitors.”

Deltek—the leading global provider of enterprise software and information solutions for professional services firms and government contractors—is working closely with Client Feedback Tool to enable Deltek Vision customers to integrate client feedback into the project management process.   Deltek Vision clients represent 77% of the 2012 PSMJ Circle of Excellence members.  

Theresa Mock, vice president of Deltek Professional Services, commented that, “The collaboration between Deltek and Client Feedback tool has important benefits for our Vision customers.  In addition to improving project execution, firms can also leverage the insight to drive repeat business and support value-based pricing.”

This client survey is the second in PSMJ’s tool belt, along with its Client Satisfaction Snapshot (CSS), also developed with Client Feedback Tool, with which PSMJ has had a partnership for the past four years.

For more information about the CSA and PSMJ’s partnership with Client Feedback Tool, visit www.psmj.com.

About PSMJ Resources, Inc.

PSMJ Resources, Inc. is the world’s leading authority, publisher, and consultant on the effective management of architecture, engineering, and construction firms. With offices in the United States as well as the United Kingdom and Australia, PSMJ offers over 150 titles in book, audio, and video format. In addition, the company publishes several monthly periodicals and delivers dozens of seminars, roundtables, conferences, webinars, and in-house training sessions every year for A/E/C professionals around the world. PSMJ’s sought-after consulting expertise covers a range of critical business areas such as strategic planning, project management, valuation, succession planning, and mergers & acquisitions.

About Client Feedback Tool

Founded as DesignFacilitator in 2004, Client Feedback Tool continues to expand its client base and has changed its name to reflect its growth from the A/E industry to serving a variety of different professional services clients. The Client Feedback Tool orchestrates the collection of client and project specific feedback, translates the data into a strategy, tracks action items, and creates a feedback loop to enable ‘our’ clients better serve ‘their’ clients. Our easy-to-use web-based program gives professional service firms the data they need to strengthen relationships and increase client loyalty.

Media Contact:

Kim Pazera

Vice President, Consulting Services

PSMJ Resources, Inc.

(617) 965-0055

kpazera@psmj.com.