Knowing what your clients — or potential clients – think of your firm and what they truly value in your services is essential to assuring long-term relationships with delighted clients as well as developing dynamite branding, marketing and client service strategies. Marketivity has developed proprietary methodologies for client satisfaction/perception surveys that yield rich, high-value information.
The firm also brings deep expertise in soliciting internal feedback, which is critical to your firm’s strategic planning and employee retention. We are skilled at securing candid input at all levels of our clients’ staff, from entry-level and new employees to senior leaders and former employees.
Marketivity also frequently interviews thought leaders in a wide range of markets. For example, we recently interviewed the leaders of our client’s strategic partners and developed an infographic benchmarking industry trends that was used in strategic planning and distributed to all of the participants.
No matter the purpose, all interviews are conducted by Marketivity’s principals, who bring objectivity, in-depth industry knowledge and interviewing skills honed through over 4,000 feedback and thought leader interviews. Our collective 75 years of A/E/C experience enables us to benchmark firm performance and to recommend robust strategies and critical practice improvement areas.
We’ve engaged Marketivity twice to conduct our Client Satisfaction Assessment, with great results. The insights shared by our clients have been instrumental in improving our service. Moreover, the teachings by Michelle have helped our staff learn the process of surveying for gathering worthwhile information.
Harold Glaser, P.E.
Vice President, Water/Infrastructure Business Unit
Marketivity was instrumental in designing and implementing a series of interviews of over 130 senior practitioners as the kickoff to our strategic planning process. Michelle and Katy understood firsthand the issues we wanted to explore, based on their years of experience in the consulting industry. They quickly gained the trust and respect of our practitioners, resulting in candid interviews. They completed the assignment on time and budget under a very compressed schedule and worked closely with us during each step of the process, proving detailed weekly status reports. Their ability to reduce a significant amount of narrative information into a quantitative data set was very valuable in our strategic planning.
International Environmental Firm
Based on your recommendations, we have put an action plan into place and feel like we are really moving forward. Our leaders are very passionate about the results so that is always very positive. I really enjoyed working with you and Katy. I am very proud of my choice of Marketivity to conduct our survey!
Karleen Belmont, FSMPS
Business Development Director
PACE Engineers, Inc.
Marketivity’s client feedback process has repeatedly proven to be invaluable to RATIO over the years. The insights we’ve gained have assisted us in the direction for our firm’s strategic decision-making at all levels.
N. Anthony Steinhardt, III, FSMPS/CPSM
Principal / Vice President
We engaged Marketivity for a survey and interviews of clients in preparation for an update of our strategic plan. The information and recommendations were very valuable to setting our goals for the coming years.
I have previously worked with Michelle and her team at Marketivity on several firm-wide key client satisfaction surveys. Not only did she and her team personally perform the key client surveys by phone, she also provided valuable training to our marketing team - helping them continue the successful work of maintaining a client feedback program. I am also very impressed with Michelle’s amazing analysis of the survey data and her ability to translate the results for firm-wide use. Her reports and feedback were well received by the management team and the Board of Directors, and her reports were directly used in several business improvements including project management reforms and branding efforts. Michelle is very responsive and easy to work with and her report products are a great value. I highly recommend working with Michelle and her team.
Stacey Ho, CPSM
Marketing Data Analyst
Every firm wants to know what their clients think. Marketivity helps us take our clients’ pulse about the marketplace, our services, and our relationships. I particularly appreciate Michelle’s ability to translate data into usable information for our leadership and our firm members.
Director of Marketing and Business Development
Katy and Michelle were a delight to work with on our client survey. They effectively facilitated the whole client engagement process, including designing the survey questions, interviewing our clients, recording the responses and synthesizing the results with go-forward recommendations. Their knowledge of the A/E industry allowed them to reach beyond superficial observations and explore substantive issues of critical importance to SMRT. We would definitely hire them again.
Ellen L. Belknap, AIA
SMRT Architects and Engineers