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Voice of the Customer Services

Client Quality Assessments

Gather intel that helps you better understand how your clients value your company, your team and your solutions. Leverage opportunities and respond to areas that need improvement.

Our interviews help you learn critical intel such as:

  • What is your Net Promoter Score (NPS)?
  • How are you performing at different stages of the client life cycle?
  • Are there any potential areas of concern that require immediate attention?
  • Are you missing any opportunities for additional revenue generation?
  • Which employees deserve praise or require additional training?
  • Who are your competitors, and how can you best protect against them?
  • Gain momentum and create a flywheel when you align your entire organization around delivering remarkable customer service
Tony, Terri-Lynn and Jennifer
Tony, Terri-Lynn and Jennifer
Call Vector

A La Carte Services

Client Quality Assessment Interviews

Client Quality Assessments are an often-overlooked way to help drive sales strategy. Because ML is a neutral third party, interviewees are more comfortable sharing feedback, especially concerning negative experiences. 

  • Programs can be completed in as little as 60 days.
  • Benefits include minimizing churn, influencing go-to-market strategies, obtaining intel for roadmaps, identifying new revenue streams, and protecting against competitive threats.
  • Projects involve in-person interviews covering a cross-section of existing, former, and future clients.
  • An aggregated report complete with insights and recommendations is provided at project completion.
“ML does a very good job for us. They operate on a high level and the program is helpful in a sense that an independent party is doing this analysis for us in a format that is easy for our team to digest. Our Client Services Manager does a really good job of summarizing at an executive level what we need to know, as well as providing the intel behind it.”
Global Leader in Risk Analysis, Compliance and Cyber Security

Joanne Strobert
Joanne Strobert
Senior Sales Development Specialist / Executive Interviewer
Joined ML in January 2004

“As a neutral third party, we have an advantage in engaging executives. My role is to encourage the interviewee to give productive feedback (the bad and the good) that allows our client to understand what their customer is truly thinking. It's been my experience that clients are more willing to offer constructive criticism when they realize they are talking to an objective 3rd party.”

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Additional Resources
Gain an indepth understanding of your clients’ points of view
Include the Voice of Your Customer in Your 2022 Planning
Include the Voice of Your Customer in Your 2022 Planning
Three tips for conducting client quality assessments that will best support your 2022 planning.
10 Reasons Why (and 4 Steps How!) to Conduct a Win/Loss Analysis
10 Reasons Why (and 4 Steps How!) to Conduct a Win/Loss Analysis
A win/loss analysis program is an essential part of any sales strategy. Here is your guide to conducting a Win/Loss analysis in-house.
Top 5 Reasons for Listening to the Voice of Your Customer
Top 5 Reasons for Listening to the Voice of Your Customer
There is tremendous value in the types of intelligence you can uncover by listening to the voice of your customer. Here are just a few examples.

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ML provides expertise across the full spectrum of B2B sales and marketing strategies to introduce your offering to the right buyers.