MSA was recently selected to receive the first Client Experience Excellence (CX-cellence) Award in Purposeful Leadership at the 2018 Client Experience in Professional Services (CXps) convention in Durham, N.C. The award recognizes companies who put the client experience at the forefront of operations and are consistently developing ways to enhance customer relations.
MSA was recognized for their focused and open-book methods of analyzing and refining customer interactions. In 2015, the firm introduced and has since leveraged the Client Feedback Tool (CFT)—a means to proactively reach out and request client feedback on a variety of customer-facing topics including company communications, degree of help provided, quality of deliverables, scheduling flexibility, fees and process management. Since 2015, nearly 2,000 surveys have been sent, with a 43% response rate. Of those, 94.95% reported that MSA “met or exceeded expectations.” Clients have responded with enthusiasm to the process and have recognized the firm’s commitment to positively impact the lives of others.
Another key component of MSA’s success is internal education about how to best welcome, on-board and sustain client relationships. Programs such as the firm-wide “big read” and frequent brown-bag discussions allow employees to share client success stories and analyze CFT feedback. Team members also actively participate in community groundbreaking and ribbon-cutting ceremonies, speaking engagements and educational events where they share their professional industry knowledge with audiences from school kids to city government officials.
“MSA is honored and excited to receive this award,” said Jim Holz, director of client services at MSA. “We pride ourselves in providing top-tier client experiences across the board and will continue to make that a hallmark characteristic of the MSA brand.”