We believe that our success is a reflection of the value we provide to our clients. As part of our ongoing commitment to accountability, we are excited to share the results of our 2025 Customer Satisfaction Initiative.
In 2024, we began developing our client feedback systems and processes, and in early 2025, we officially launched our Customer Feedback & Retention Survey.
Our 2025 Feedback Goals vs. Reality
When we set our targets for 2025, we focused on intentionality over sheer volume. We wanted to ensure our feedback loop was functional and that we were meeting the high standards we set for ourselves.
2025 Targets:
- 1 survey entry, 80%+ overall satisfaction score, 75%+ retention score
2025 Results:
- 4 survey entries, 92% overall satisfaction score, 100% retention score
Status:
- Each 2025 target has been exceeded!
Note on Growth: In the previous year (2024), our feedback was largely informal and anecdotal. By formalising this process in 2025, we have seen a 300% increase in measurable data points, allowing us to set even more ambitious benchmarks for 2026.
What we asked (and what our clients said)
Our 2025 survey focused on two primary pillars: Satisfaction (How are we doing right now?) and Retention (Are we building a long-term partnership?).
Key questions included:
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How satisfied are you with the quality of service provided?
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How likely are you to continue working with us over the next 12 months?
The feedback from our four respondents was overwhelmingly positive, particularly regarding the quality of work we delivered and our ability to understand our clients’ goals and requirements, with a positive, friendly and collaborative nature. However, we also gained insights into how we can improve our availability during peak periods and project planning to stay abreast of timelines and faster turnaround times — a primary focus for our 2026 Client Satisfaction Action Plan.
Internal Accountability & Public Disclosure
We don’t just keep these results on a shelf. To ensure every member of our team is aligned with your needs:
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Internal Sharing: Detailed results and raw comments are shared with our team via email, twice a year.
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Strategic Alignment: Every department has access to the feedback to inform their specific 2026 KPIs.
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Public Transparency: This report serves as our public declaration of performance, ensuring we remain accountable to our community.
Moving Forward
Thank you to those who took the time to provide the feedback that shaped this report. We have achieved our specified targets for 2025, and we are already working toward our 2026 goal of doubling our engagement while maintaining our 90%+ satisfaction rate.
