Listening to you - client surveys

iSentia has a wide and varied client base. Our clients include PR companies, government departments, not for profits, small businesses, and very large multinational corporations. What unites all our clients is their need for impeccable service and the edge that delivering highly relevant, accurate, and timely business and media intelligence provides.

Great quality service, as many of our customers have discovered, is at the heart of our offering. In fact, it is at the heart of our company values, because we ask all our employees to keep the client experience at the core of their daily activities. We believe every client, large or small, is entitled to the best possible customer experience.

In the coming months we will begin regular suveys of our clients throughout South East Asia and China. 

In Australia and New Zealand, we already survey every one of our clients on a quarterly basis. We’ve had some terrific (and sometimes not so terrific!) feedback through our surveys. Good or bad, every response is delivered directly to sales managers, staff, and our even our Executive Team.

We know we’re heading in the right direction, because like many companies we utilise the Net Promoter Score (NPS) methodology. When we ask our clients if they would recommend our services to their friends and colleagues, we are able to tell if the service we are providing is good enough that someone might engage and promote our service on our behalf. Likewise, we can determine if the service we are providing is so poor that our clients are so unhappy they would damage our brand and impede our growth through negative word-of-mouth.

In the majority of responses, clients rate us as being ‘excellent’ and ‘very good’ in key areas of delivered content, responsiveness by Account Management teams, and usefulness of our products and services. On the ultimate question of our clients being our Detractors or our Promoters, we’re proud to say that we’re edging higher and higher and developing a Promoter lead business model.

We provide crucial business intelligence to thousands of clients every single day. We act and listen to every piece of feedback we receive, and we make it our mission to ensure our clients are receiving the best possible service we can provide. Our strength and growth as a business depends on our service quality. Every survey is regarded as an opportunity to improve.

Our surveys, emailed to you in the coming months, will only take a few minutes to complete. We look forward to hearing your opinion and feedback soon.

by Selena Hu 胡小乔
Marketing & Communications Manager, Greater China 大中华区市场传讯经理

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