Thank you to our clients!  Earlier this year, we asked our clients to respond to a client satisfaction survey.  The survey was coordinated by PSMJ, a business management consulting firm that focuses on architecture and engineering firms nation-wide. The survey asked clients to rate SHN on helpfulness, responsiveness, quality, accuracy, schedule, budget, and scope and fees.  These ratings were so positive, that PSMJ gave SHN their Premier Award for Client Satisfaction!  We were one of ten firms awarded from across the country.   While we do enjoy the recognition, we were even more gratified by the client comments, and we learn just as much from constructive criticism as from praise.  

 

Another key performance indicator is the Net Promoter Score or NPS.  If you have ever been asked the question, "How likely are you to recommend this firm/product/service to a friend, family member, or colleague?" then you were responding to an NPS survey.  SHN's NPS score is 80, which shows that we can improve (a perfect score is 100).  NPS scores vary by industry, and for professional services consulting firms, a median NPS score is 48, with an upper quartile of 72, according to SurveyMonkey.  

 

We intend to continue our focus on excellent communication with clients, regulatory staff, and contractors, and staying on time and on budget.

 

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