Professional Services Firm Net Promoter® – Client Survey Presentation ABC Consulting

Client Survey Net Promoter® Question: What is a professional services firm’s most significant source of new business? Answer: Referrals and repeat business

Client Survey Net Promoter® Question: What is the best predictor of referrals and repeat business? Answer: Net Promoter® Score

Client Survey Net Promoter® Question: How do you determine Net Promoter® Score? Answer: Ask your clients

Client Survey Net Promoter® Question: How do you determine Net Promoter® Score? Answer: Ask your clients: How likely is it that you would recommend ABC to a friend or colleague needing consulting services?

Net Promoter® Concept Promoter 0 1 2 3 4 6 7 8 9 10 How likely is it that you would recommend ABC to a friend or colleague needing consulting services? Promoter Passive Detractor Extremely unlikely Neutral Extremely likely 0 1 2 3 4 6 7 8 9 10 Net Promoter® Score = % (minus) % Promoter Detractor

Client Survey Net Promoter® Question: What is a good Net Promoter® Score? Answer: Median in US: about 16% World Class Companies: 75% - 80% Professional Service Firms should be relatively high

Client Survey Net Promoter® Question: What is ABC’s Net Promoter® Score? Answer: 40.6%

NPS – ABC Consulting 56.6% Promoters minus 16.0% Detractors = 40.6% NPS

NPS – Office Providing Service Office A 75.6% Promoters minus 2.8% Detractors = 72.8% NPS Office B 60.2% Promoters minus 7.9% Detractors = 52.3% NPS Office D 45.6% Promoters minus 18.3% Detractors = 27.3% NPS Office C 42.1% Promoters minus 27.2% Detractors = 14.9% NPS

NPS – Product/Services Provided Feasibility Study 79.8% Promoters minus 6.3% Detractors = 73.5% NPS Information Technology 38.2% Promoters minus 29.4% Detractors = 8.8% NPS Financial Management 83.2% Promoters minus 3.5% Detractors = 79.7% NPS Human Resources Support 28.3% Promoters minus 30.4% Detractors = -2.1% NPS

NPS – Respondent Title CEO/Owner 50.4% Promoters minus 23.1% Detractors = 27.3% NPS COO 65.3% Promoters minus 16.1% Detractors = 49.2% NPS CFO 80.1% Promoters minus 4.8% Detractors = 75.3% NPS Other 25.8% Promoters minus 16.4% Detractors = 9.4% NPS

Client Survey – Issues Impacting Loyalty and Satisfaction Question Index (A) Mean 1.   ABC has outstanding professional and technical consultants. 62.2% 9.0 2.     ABC provides excellent quality services that meet my organization's needs. 56.6% 8.7 3.     ABC provides timely and responsive service. 12.3% 7.0 4.     ABC communicates honestly and openly with me and my colleagues. 75.6% 9.2 5.     ABC's fees are appropriate. -1.2% 7.3 6.     ABC people behave with fairness, integrity, and professionalism. 77.2% 9.3 Note A : This index is not NPS, but an overall index of agreement with the statement.

Competitor Analysis - Client Survey If you have used any of the following consulting organizations (including ABC), please evaluate their performance in serving you. Firm Frequency Mean (A) ABC 275 8.1 DEF 66 6.1 GHI 119 8.7 JKL 81 9.1 MNO 15 6.0 PQR 90 7.1 STU 45 3.4 VWX 42 Note A: 10 = Excellent 0 = Extremely Poor

Service Importance - Client Survey As you think about the future, how important do you think the following issues will be over the next five years? Issue Importance Mean (A) ABC Consulting NPS Feasibility Analysis 2.3 73.5% Information Technology 8.9 8.8% Financial management 5.5 79.7% Human Resource Management 7.3 -2.1% Note A: 10 = Extremely Important 0 = Extremely Unimportant Note: Client ratings of the most important issues for the future are the service offerings for which ABC Consulting has the lowest Net Promoter® scores (Information Technology and Human Resource Management).

Client Survey – Some Questions to Consider – ABC Consulting What should we do about our relatively low NPS in Office C and Office D? What should we do about our low NPS in Information Technology and Human Resource Support, which are becoming increasingly important issues to clients? We have excellent ratings among CFOs, but much lower ratings among CEOs and some other categories. Implications? What should we do about this? Should we be concerned about potential slow growth in our core high NPS services (Feasibility Studies and Financial Management). What should we do about this? How can we improve the responsiveness of service? Two competitors are rated higher than our firm by our clients. How should we address this? How can we better explain our fees to clients?

Strategy Support Associates For Information For additional information about Net Promoter® Score and its application for professional services firms, please contact: Gerald Wexelbaum Strategy Support Associates (561) 479-3229 geraldwex@ssamail.com Net Promoter® is a registered trademark of Satmetrix Systems, Fred Reichheld, and Bain & Company