September 2008

Clarkston Consulting Hires Client Opinions to Conduct 8th Annual  Satisfaction Survey 

 “Our annual client research process ensures that we stay closely connected to the needs and expectations of our clients in a rapidly changing marketplace. Staying connected with our clients through this type of broad-based research makes certain we deliver on our core value of brilliant client service and maintain a leadership position in the industries we serve.”
 
About Clarkston Consulting
Clarkston Consulting is a leading management and technology consulting firm that provides strategic business solutions for clients within life sciences and consumer products industries worldwide. Founded in 1991, Clarkston continues to strengthen its industry depth by working with senior executives in the world’s foremost companies who manage the best of brands.
 
The Challenge
Distinguishing Our Firm
As the market shifts in both life sciences and consumer products from bottom-line cost cutting to driving top-line growth, we are helping clients focus on every aspect of their business to maximize customer relationships. Considering professionalism, expertise, and value as prerequisites, we want to take service a step further through our unyielding commitment to the success of clients as individuals. We strive to meet this challenge by combining integrity, adaptability, and a whatever-it-takes attitude.

In March of 2008, Clarkston Consulting was ranked #1 in terms of Customer Experience by the readers of Consumer Goods Technology Magazine. Conducting our annual client satisfaction survey is just one method that we employ to help us stay on top of the wants and needs of our clients and continually exceed their expectations.

The Research
Designing the Study
Based on the survey previously developed by The Conference Board (TCB), a web-based survey was utilized to elicit client feedback pertaining to overall performance, service delivery, business results, and satisfaction. Client Opinions sent invitations to all 142 active clients in 2007. Respondents were representative of both the life sciences and consumer products industries. In addition, they represented regions across the U.S. , Europe, and Latin America .

The Findings
Implementation & Follow-Through
Clarkston continues to raise the bar for management and technology consulting firms with an overall client satisfaction score of 96%. This is the eighth consecutive year Clarkston has achieved a rating above 90%. According to the research results, the two key drivers of Clarkston’s consistently strong client satisfaction are integrity in managing client relationships and the accessibility of our personnel to effectively support our client’s needs.
 
The Impact
Strengthening the Program
The goal of this research was not only to assess client satisfaction but also to identify and prioritize areas of potential improvement. As a result of this study we were able to generate extensive discussion among our management and focus our resources, time, and energy against areas of the business that would most effectively continue to drive client satisfaction.

Based on the learning from this research process, we set goals for each of our key regions and lines of business, identified specific action items, and connected the achievement of these goals to the compensation program. This ensures focus, commitment, and alignment across all areas of the company as we move through 2008.

If you are interested in learning more about the research experience of Clarkston Consulting, contact Tom Finegan at tfinegan@clarkstonconsulting.com