Customer Satisfaction Program | Alliance Global Services

Our Philosophy

At Alliance, we consider ourselves successful only if we exceed our clients’ expectations. And rather than just say we’re going to impress you, we back it up with a customer satisfaction program that measures this success.

Client Audit Process – Communication is Paramount

Our RIGHT Experience program begins with constant in-depth feedback on our performance directly from our clients. Rather than soliciting feedback only at the end of an engagement, we are consistently and proactively opening lines of communication with our clients throughout the year. But we don’t stop there. We then immediately turn the feedback into a success plan.

Client Satisfaction Survey – Measuring Performance

Twice a year, we formally survey our clients to receive direct feedback in key areas such as Delivery, Account Team, Project Management, and Products and Services offerings. Then we put that feedback to work. Survey results are shared with clients and used as the basis of an action-plan that drives measurable performance improvements.

Net Promoter Score (NPS)®* – Benchmarking against the Industry

The Net Promoter Score is the most widely accepted measure of customer loyalty and satisfaction in the industry and the business world in general. We have adopted this benchmark in measuring our client satisfaction. For us this isn’t just a number on a piece of paper; it’s a blueprint for success, a benchmark against our competition and constant reminder that we can always do more for our clients.

When it comes to our clients, we are dedicated to doing it all the way right in everything we do – measuring how we wow our clients is key to our philosophy.

*Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.