CHESTERFIELD, Mo., NewGround, the architecture, design, and delivery firm, is reporting it received a 93% overall client satisfaction score for 2018 through the C.A.R.E. (Consistent, Available, Reliable, Engaged) Assessment Program. The overarching goal of this program is to analyze NewGround’s performance and provide helpful feedback from clients to continually improve its service offerings, the company said.
“As an organization, NewGround focuses on building solid, win-win partnerships with every client and always strives for a 100% client satisfaction,” the company stated. “With a focus on quality, NewGround implemented the C.A.R.E. Assessment process to serve as a tool to gauge client satisfaction. The C.A.R.E. Assessment process allows for candid feedback from the client through a detailed interview process.”
NewGround said that at every project’s conclusion, the manager of Client Experience surveys client satisfaction with the key executive team. The survey consists of questions around the general perception of NewGround, the overall assessment in goal achievement for the project, the ability to collaborate to solve problems, and the likelihood to be recommended to others.
The confidential information is then compiled into a narrative report and reviewed during a debrief by NewGround’s Executive Team, the company said.
“We value each of our partnerships, and through our C.A.R.E. Assessments we can really be transparent in understanding what we did right for our clients as well as how we can improve for our upcoming projects,” said Jeff Winter, senior vice president of Business Development at NewGround.