Leading international financial services company, IFM Group, announces the results of a feedback and satisfaction programme among clients and professional colleagues. The programme signals the firm’s continuing investment in delivering the highest possible services to clients around the world.
“We invited over two dozen clients and legal and accountancy professionals to provide open and honest feedback about our firm, our people and our services,” comments IFM Director Brian Morris who initiated the programme. “This was a pilot programme conducted amongst clients and professionals who know the firm well and others where there are newer relationships. We intend to invite other clients and professionals to contribute in future years.”
In undertaking this 6-month research programme, IFM wanted to find out how the company is perceived, where and how value is added in each relationship, and how the company can identify future priorities and service needs among clients and professionals.
“The input gathered has been extremely valuable,” continues Brian. “We wanted the feedback to be robust and we wanted to demonstrate the commitment we make to client excellence, cost effectiveness and adding value to every relationship. We engaged the services of an external consultancy, CRC Consultancy (UK) Ltd, to design and conduct the programme on our behalf. We wanted to use best practice and receive objective, robust information. Not only have we learned a great deal about our relationships with clients and fellow professionals, but we have also gained further insights into our sector and what is changing.”
The results of the programme include a 100% recommendation by clients and professionals for IFM’s services, exceptionally high praise for IFM’s managers and their teams who manage client structures and their assets, and endorsement of our approach to fees which are regarded as fair, reasonable and transparent. The programme also identified some areas for IFM to invest further, including client training, reviews with clients undergoing change, and further international expansion.
The research phase was just the beginning in many ways,” continues Brian. “Once we received the consultancy’s final report, we invited CRC Consultancy’s Director to facilitate an international strategy session with our Board. We also arranged for presentations of the research findings and a summary of our strategic vision to be given to every member of our staff so they, too, could hear our clients’ and professional colleagues’ comments first hand.”
IFM Group is committed to a continued investment in delivering the highest levels of service, retaining long-standing clients and professional relationships, and attracting new business by being proactive and innovative.
Category: Finance & Business