Gemserv is a purpose-driven professional services firm. The business provides consultancy and outsourcing capabilities across multiple sectors including energy, low carbon, cyber & digital, the public sector and health to tackle today’s social and environmental challenges. To understand how we are performing, and where we can improve, we commissioned an independent research firm to ask our clients and stakeholders for their feedback in January and February 2021.
On the right track
As we did in our 2019 survey, we asked respondents to score us across 8 performance areas:
- Engagement
- People
- Proposition
- Project management
- Working relationship
- Exceptional service
- Awareness raising
- Events
Our clients and stakeholders said we are performing well, and we received an overall satisfaction rating of 80%. Gemserv outperformed competitors (those identified by respondents) in each of the 8 surveyed areas. We also outperformed industry benchmarks for professional service firms in 6 of the 8 areas.
This year, we added additional ‘Covid’ as a ninth performance area. We achieved an overall score of 85% and outperformed the industry benchmark for this area, with clients noting our seamless move to virtual meetings, minimising service impact and providing confidence in our response.
Areas of focus for us
Despite the strong feedback there was a slight drop in client satisfaction scores and perception scores when compared with our impressive results in the 2019 survey. And our lead over competitors and industry benchmarks also narrowed when compared to the previous survey.
As a result of the feedback, we are:
- Training new staff and improving proactiveness and flexibility when dealing with clients.
- Sharpening areas of our services as we look to deliver beyond client expectations.
- Improving communication on Gemserv’s long term strategy and events.
- Sharing more of our market insights and bringing forward innovations.
Trevor Hutchings, Director of Strategy, said:
“It’s really encouraging to have received such good results, testament to the hard work and diligence of our staff.
We seek to continuously improve the services we provide our clients. The survey said we can do better in some areas and we are doubling down on those as we press on with our company purpose of ‘Making things that matter work better for everyone’. We want to thank everyone who took part in the survey.”
Find out more
Our survey was conducted on an anonymous basis to ensure impartiality and, as such, we cannot comment on the nature of specific feedback. If you would like to find out more about the survey, or our future plans, please do get in touch with us by heading to our Contact page.
