Wavestone wins the 2025 Client Satisfaction Award

At Wavestone, client satisfaction is a key focus of our strategy.

Hélène Cambournac, CSR Director and EXCOM Member, explains:

“We’re committed to making a positive impact on our clients by being a responsible consultancy, putting sustainability at the heart of our business. It means actively promote sustainability in our client’s transformations and apply high business ethics standards in our daily business but also be focused on developing long-term, trust-based relationships with our clients to become their most trusted partner in their strategic transformations.

To achieve this, client satisfaction is considered a key focus area. The topic is managed and measured through a robust system that identifies areas of satisfaction and dissatisfaction to drive improvement. It’s followed all over the year through the Net Promoter Score®, a key indicator reported as part of our Sustainability assessment.”

The topic engages the entire firm, from strategic level to field operations. Beyond the sponsoring at the EXCOM level and a particular attention given within the CSR Committee, it is supported by a central team and a dedicated governance structure in each business unit”

The transformation of our client satisfaction approach led over the past two years was recognized by the 2025 Services Company Award.

Guillaume Durand, Partner & EXCOM Member, Sponsor of the approach in Wavestone legacy perimeter, tells us more about it:

“This award marks the acknowledgment of a profound shift led over the past two years: moving from a model based on online surveys to a culture of ongoing, face-to-face dialogue with our clients throughout their projects.

If some prefer a digital format, the vast majority appreciate the time dedicated to these qualitative exchanges. Those are conducted by teams not directly involved with the client to encourage open and sincere expression, and follow a structured guide, combining closed and open-ended questions to capture the full richness of client verbatims.

To support this new dynamic, a robust technological infrastructure was deployed. Thanks to these, real-time tracking is possible making feedback collection smoother, follow-ups better targeted, and results immediately actionable.”

Beyond measurement, our ambition is to create enhanced client experience, one where every interaction supports our clients’ most strategic transformations in a sustainable and personalized way.

Hervé Greff, Associate Partner and client satisfaction Coordination Leader in Wavestone legacy perimeter, explains:

“Our approach enables us to keep improving and meet increasing client expectations. Every client response is analyzed, and when a trend emerges, we translate it into concrete actions. It serves as a true operational management tool, enabling each governance body to make informed decisions, detect weak signals, and adjust in real time.

This has led to significant results which are reflected in a growing NPS from 44 to 77 in two years. And as one client shared, “it reinforces our ambition to work with you not only as a trusted partner, but as a key player in our transformation”. We are therefore creating conditions for lasting value, collectively built every day with and for our clients.”

The success of this transformation is the result of a collective commitment. More than 1,600 clients engaged in face-to-face conversations and 650+ Wavestone team members were involved.

Bernhard Braunmüller, Partner & EXCOM Member, Sponsor of the initiative in the GSA+ perimeter, comments on this achievement:

“This award belongs to all our clients and Wavestone team members involved in this initiative.
For the transformed approach to take root in our culture, it needed to be tangible, concrete, and shared. That’s why we defined a client satisfaction charter giving the fundamental principles, as well as the roles and responsibilities of each stakeholder. It serves as a reference framework for the entire firm ensuring consistency in delivering on our ambition.

The next step is to embed this culture even more deeply and consistently across all regions and teams, notably in the recently acquired entities, offering the same level of commitment to our clients wherever they are.”