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 At
Kahn, Dees, Donovan & Kahn, LLP, we value the opinions
of our clients and strive to continue to improve our
service. In 2004, we completed our third client satisfaction
survey using a telephone format.
Our consultants tell us that our survey
results continue to show KDDK maintaining among the highest
client satisfaction ratings they have seen. We are especially
pleased these results have remained constant through
these surveys.
Here are some of the other highlights
of the survey, warts and all:
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We were happy to find -
We received a 90% or better rating of "extremely
or very satisfied" for staff professionalism,
responsiveness, communications, helpfulness, and
taking time to understand client problems and business
issues.
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We were disappointed being
told - 87% responded that they were very satisfied
with our aggressiveness and involvement in the
community. That means 13% only were somewhat satisfied.
That is not good enough in our eyes.
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We were gratified to realize -
87% of clients surveyed said they would recommend
us to a friend or business associate.
A client satisfaction survey can be
rather meaningless unless one acts on the findings it
reveals. Rest assured, KDDK will not let this survey
collect dust. We are exploring initiatives for dealing
with the concerns expressed and addressing the areas
of growth where respondents stated a need for additional
legal assistance. As always, we will strive to maintain
the high level of client satisfaction which in the three
surveys clients have told us they appreciate. Maintaining
a satisfaction rating at 10 to 15% above national benchmarks
can be a daunting task: it is difficult to improve and
easy to lose ground.
It is important for our firm to continually
improve, and client input is most valuable. We hope you
will not wait until the next survey if you have concerns,
or even praise. Instead, we hope you feel comfortable
communicating on a regular basis. Constructive criticism
is a valuable gift. No organization can improve without
it. We appreciate your input.
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