At the end of 2012, for the first time ever, Volume 9 launched a full scale customer satisfaction survey in partnership with Satrix Solutions, to help connect with how our customers view our service.
Of course we expected many clients to high-five our outstanding account managers, but what we didn’t expect how many high-fives we’d get across the board. We were also surprised that so few clients ragged on Rand’s lack of photogenic abilities, or Josh’s inability to grow a mustache.
Our clients have spoken, and Volume 9 is proud to boast a 96% satisfaction rate!
Read the full press release on PR Log!
But enough boasting – because 96% isn’t high enough for us. We want every client to feel amazed by our level of service.
So, we’ve taken our clients’ feedback to heart, and we are implementing changes across the company to continue enhancing the client experience.
A few of the results we found:
- Most of our clients appreciated our technical industry knowledge, helping to validate our continued investment in bringing in top industry talent on our team, and focus on employee education in our sector. Of course, we’ll continue to try and offset our “geek” factor in our client communications, but we are happy you don’t mind us “geeking out” every now and then.
- Many clients expressed they would like to have access to / education on on all of the services we are offering and staff we add on. We’ve put a couple of things in to play to help facilitate this. First, we created the Volume 9 Client Communication Newsletter. This is a monthly email now going out that serves to keep clients in the loop on changes at the company, new team members, and changes in the industry. We’ve also made a concerted effort to begin incorporating new strategies into client accounts. For example, last month we did persona development for many of our clients, and this month we are doing Mobile SEO audits for clients where it makes sense.
- More strategy & more time spent diving into their specific industry were both items clients asked for. So, in direct response we are doing a few things. First, we have created a 1-day Strategic Development service for clients, as a first step in working with us for clients who want it. This service is designed to help connect with clients’ high-value goals & objectives, then devise a comprehensive internet marketing strategy based on your budget, competitive landscape, and industry. Secondly, our Account Managers are spending more time on calls digging into your industry & asking probing questions, instead of just jumping into presenting data.
At the end of the day, Volume 9 is committed to not only drive great results for clients, but also to deliver a high level of customer service & communication.
Interested in learning more about Volume 9 & how to join our family of happy clients? Give us a call at 303-955-5228!