latentview analytics voice of customer survey 2020 21 thumb

LatentView Analytics Voice of Customer Survey 2020-21: Key Findings

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The past year has been challenging for us all. At LatentView Analytics, we adapted to the current situation with our teams working and engaging with clients remotely. During the last Fiscal Year (FY), a priority for us as one of the world’s largest and fastest-growing digital analytics firms was to standardize and improve client delivery. We instituted the Voice of Customer (VoC) survey to solicit feedback from our stakeholders. The goal was to use this feedback as a catalyst for continual improvement. In the last FY, we ran the survey twice, which included responses from more than 80% of our accounts.

We’re honored to share that our Net Promoter Score (NPS) stands at +34, and more than 80% of our clients are either satisfied or very satisfied with our partnership. Our recommendation score came at 8.5 (out of 10), one of the highest in the industry. This is a shot in the arm for our delivery organization and underscores that we met our clients’ standards despite the turbulent year of COVID and remote work.

We also dived into the engagements in the top 20% of clients that scored highest in the VoC survey and coupled this with internal data such as employee information and utilization metrics to understand how we could learn and improve.

Voice of Customers Survey Infographic 1
Voice of Customers Survey Infographic 1

Download the LatentView Analytics Voice of Consumer Survey Findings Infographic here.

Here are some of the key takeaways from the survey:

1) Co-location doesn’t equal better results. Distributed teams with decent-sized offshore teams did significantly better on cross-pollination and being thought partners.

  • 10% more clients see distributed teams to be thought partners than co-located teams.
  • Almost 2X the number of clients engaging with co-located teams found that the distributed teams were cross-pollinating ideas from other client engagements.

2) Managed services engagements outperform augmented engagements. LatentView teams that own and drive projects delivered better impact and managed engagements better.

  • Client satisfaction on overall project management was 13% higher with 5–10 member teams compared to smaller teams.
  • Client satisfaction with the skill set available in the 5–10 member teams was 12% higher compared to smaller teams.

3) Team balance trumps experience any day. Surprisingly we noticed that teams with lower average experience did significantly better than teams that indexed heavily on experience.

  • 30% more clients got error-free delivery and actionable insights from a team with balanced experience compared to a very experienced team.
  • Client satisfaction with the skill set available in a balanced team was 15% higher compared to a very experienced team.

4) Optimally utilized teams outperform overworked teams.

  • Clients engaged with optimally utilized teams (85 to 100% utilization) were 15% more satisfied with the team’s understanding of the context of a given problem compared to an overworked team.
  • 20% more clients received actionable insights from an optimally utilized team compared to an overworked team

We want to take this opportunity to look back at the growth we have had in the past 15 years and thank our clients who have shared valuable feedback and thoughts.

Have questions or feedback you’d like to share with us? We are all ears! Please write to us at marketing@latentview.com