CustomerNeedsAssessmentAppendixA.ArthurAndersen’sClientServiceCommitmentAspartoftheconsultingservicesalesprocess,potentialclientswillfrequentlyaskhowArthurAndersenunderstandsandactsuponitsownclient’sneeds.Fortunately,theFirmappliesitsownadvicethroughanextensive“VoiceoftheCustomer”program.Weoffersomedetailonthisprogramtoenablethebusinessconsultanttorespondtothisissueofthe“shoemaker’schildren”.TheArthurAndersenVoiceoftheCustomeristhebusinessunitinitiativetomeasurethesatisfactionoftheFirm’sclients.Intimatelytiedtothestrategicdirectionofthebusinessunit,measuringclientsatisfactionisahighpriorityfortheFirm.Thefollowingpagesdepicta(generic)officereportgeneratedthroughourSt.Charlesfacilitiesonaquarterlybasis.Thereportprovidesfeedbackonthenumberofsurveysreceivedrelativetotheparticularofficegoal.Thebusinessunitgoalistosurvey2500+clientswithfeesgreaterthan$100KinNorthAmericaoveratwoyearcycle.WiththeoverallBusinessUnitmeanservingasabenchmark,officesareinformedasthepercentageofclientsforwhichtheyexceeded,met,orfailedtoexceedexpectations.Inaddition,thetopfivemostimportantattributesrelativetosatisfactionbypracticeareidentifiedandbenchmarked.Finally,anassessmentofthedegreeofperceivedchangeinqualityofserviceisassessed,aswellasanopenendedquestionregardingwhataspectofservicespecificallyimproved.Datafromthesurveysareexaminedtoidentifyrelationshipssuchasunstatedneeds,relationshipofsatisfactiontofees,bestpracticesbypracticeandindustry.ClientSatisfactionAttributesTrackedByArthurAndersen’sVoiceofTheCustomerProgram·SpeedorTimelinessofService·QualityofServiceorProduct·PerformingAboveorBelowClientExpectation·WillingnesstoHelpTheClient·AccuracyofDataReportedtoClient·PersonalAttentionPlacedonClient·WillingnesstoNegotiateonPrice/Fees·ResponsivetoProblemSituations·KnowledgeableAboutProductsandServices·ResponsivetoDeliveryOrderChanges·CarriesACompleteProductLine·ConvenienceofService·OfferingPromptDeliveries·Dependable·EstablishingTrustwithClient·FulfillingMinimumRequirements·AbilitytoAddValuethatExceedClientExpectations©1995ArthurAndersen&Co.S.C.,Allrightsreserved.A-1
