| 1. |
| Gap Analysis - What differences exist between management and client perceptions? |
| 2. |
| Revenue/Cross-sell Opportunities - Which clients are interested in additional products? |
| 3. |
| Enthusiasm - How do clients feel about their relationship with your firm? |
| 4. |
| Promoters - Which clients would enthusiastically refer your firm? |
| 5. |
| Clients at Risk - How many clients are at risk and how big is the problem? Who are they? |
| 6. |
| Responsiveness - To what degree do clients feel you are attentive to their issues and concerns? |
| 7. |
| Value-added - Are clients feeling good about the value you are delivering? How do they define value? |
| 8. |
| Reports/Meetings - How clear are your reports and how effective are face to face meetings? |
| 9. |
| Improvement Areas - What are the process, product or service improvements that are critical to fix? |
| 10. |
| Trend Analysis - Which areas of your business are getting better or worse over time? |
| 11. |
| Geographical Differences - How does client enthusiasm differ by region of the country or office? |
| 12. |
| Individual Client Feedback - How does "each" client feel about your firm, people & products? |