In March, 2010, we surveyed our 400+ clients to get their opinions on how well we had served them over the previous year and their suggestions on how we could improve our service. Nearly 40% of our clients completed the survey, an outstanding response rate.
We were very pleased, and humbled, by our clients’ rating of our performance and service. A complete summary of the survey results are shown in the charts below. The clients who completed the survey also wrote over 500 compliments, comments, critiques, and suggestions. We have reviewed the results of the survey and read each client comment several times and are in the process of reinforcing the elements of our performance and service most appreciated by our clients and changing and improving those areas our clients said could be better.
The survey refers to something called GoToMyPC®. To explain, GoToMyPC is a technology that lets our clients view our computer screens here at DCM on their home computer while we conference with them on the phone. GoToMyPC lets us have more frequent, high-quality meetings with our clients, no matter where they live. We have just begun utilizing this technology. However, based on the results from this survey, it is clear our clients like it so we will use it even more in the future.
Thanks again to all of our clients who completed a survey, and we will work hard every day to continue to earn the satisfaction scores you gave us in this survey.
Donaldson Capital Management
Please click here to see the results of our client satisfaction survey.
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