Innovation comes from listening to our clients and implementing their feedback into our service offerings. Client feedback and satisfaction is a key part of our on-going monitoring and takes many shapes in our organisation. Every year, we conduct a Client Experience Survey aiming to assess the relationships that we have with our clients. To monitor evolution and trend, we use the Net Promoter Score.
Our objective is to reach a sample of respondents accurately representing our client portfolio. This way, we can analyse results and further tailor our approach.
The FY22 survey resulted in very positive feedback: 54.2% of our clients are highly satisfied with our services and act as promoters (NPS 9-10) towards other stakeholders and prospects. In total, we surveyed almost 700 clients and targeted contacts.
The main reasons as to why our promoters would recommend PwC Luxembourg include:
1. We establish long-term relationships: clients appreciate that we develop long-standing and trusted relationships and they recognise that we learn from previous feedback.
2. We tailor our deliverables to our clients’ needs and apply insights and common sense when searching for the right answer.
3. PwC is available when necessary, by being proactive and taking ownership of issues and opportunities.
4. Our clients appreciate that we listen and care: we communicate well and display empathy when working with them.
To reinforce these feedbacks, 66% of our clients consider that we create a distinctive experience when working with us, rating us 8 and above to that specific question. It deeply reflects and confirms their high opinion on the relationships established with PwC.
