Client satisfaction: our watchword for sustainable growth
Wavestone is committed to delivering the highest level of client satisfaction in the consulting market. To support and achieve this goal, the firm has implemented a quality policy that is systematically applied to all its assignments.
The Wavestone client satisfaction policy is underpinned by the following components:
- An organization structured around a Steering Committee responsible for the policy, and a network of local “Quality Champions”
- A detection and control process for customer satisfaction risks, integrated into all the firm’s management mechanisms
- An annual satisfaction survey conducted among existing and previous Wavestone clients
- A compulsory customer satisfaction training course for all employees
Each employee is committed to applying the principles of the Satisfaction Client charter:
Assignment quality
Each assignment undertaken by the firm must deliver a response that completely satisfies the expectations of the client.
Value delivery
As a consulting firm, Wavestone must provide its clients with guaranteed value.
Transparency and dialogue
Our client must be able to engage in confidential dialogue with Wavestone at any time.
Active listening and action
Any area in which full client satisfaction is not delivered must be analyzed, and corrective action taken wherever necessary.
Total Commitment
An assignment is considered complete only when the client is fully satisfied.
An NPS®1 (Net Promoter Score) of 44.7, below our target of 50
As every year since 2016, the annual satisfaction survey was carried out in April 2023 among customers in all the countries in which Wavestone operates. For the first year, more than 1,000 customers responded to the survey, representing a response rate of 27.7%, which once again confirms the interest that this approach arouses among customers.
After strong growth in 2020 and 2021 (+24 points in 2 years), the NPS® has fallen for the second year running to 44.7, below the target of 50 set by the company.
Beyond the NPS®, the survey shows stability in the areas identified for improvement:
- Maximize expertise provided to our clients
- Ensure the right level of supervision for junior consultants on assignment
- Better management of team changes during an assignment (following resignation, for example)
- Improve handling of customer dissatisfaction
Furthermore, in 2022/2023, 89% of our customers were satisfied or very satisfied with the quality of our assignments.
In terms of handling dissatisfaction, 18% of customers surveyed said they had reported a dissatisfaction, and of these, 40% said they were dissatisfied or only partially satisfied with the way it was handled.
Finally, the satisfaction criteria most often put forward by our customers are stable:
Investment and involvement of consulting teams
92%2
Quality of the relationship, transparency, and listening
91%2
Flexibility, adaptability, and responsiveness
89%2
[1]NPS® is a Bain & Company, Inc., Satmetrix Systems, Inc. and, Fred Reichheld brand
[2]% of customers rating Wavestone as excellent or very good for the criterion evaluated
Guillaume Chassard
Partner
Satisfaction Client Sponsor
Our priorities for meeting our ambitious customer satisfaction targets and restoring NPS® above 50 remain unchanged: Strengthen proximity with our customers, and intensify dialogue on customer satisfaction.
To achieve this, the emphasis this year will be on the massive use by our teams of “Satisfaction Feedback”, a tool which enables us to ensure customer satisfaction throughout an assignment, and to anticipate any needs for improvement.