HomeAbout usOur commitment to clients and quality Our commitment to clients and quality Client satisfaction: our watchword for sustainable growth Wavestone is committed to delivering the highest level of client satisfaction in the consulting market. To support and achieve this goal, the firm has implemented a quality policy that is systematically applied to all its assignments. The Wavestone client satisfaction policy is underpinned by the following components: An organization structured around a Steering Committee responsible for the policy, and a network of local “Quality Champions” A detection and control process for customer satisfaction risks, integrated in all the firm’s management mechanisms An annual satisfaction survey conducted among existing and previous Wavestone clients Each employee is committed to applying the principles of the Satisfaction Client charter: Assignment quality Each assignment undertaken by the firm must deliver a response that completely satisfies the expectations of the client. Value delivery As a consulting firm, Wavestone must provide its clients with guaranteed value. Transparency and dialogue Our client must be able to engage in confidential dialogue with Wavestone at any time. Active listening and action Any area in which full client satisfaction is not delivered must be analyzed, and corrective action taken wherever necessary. Total commitment An assignment is considered complete only when the client is fully satisfied. NPS (Net Promoter Score) improvement to 54.2 The 5th annual satisfaction survey was conducted in March 2021, with clients among all countries in which Wavestone is present. The level of response remains high with a 23.3% participation rate. The results of the survey show that the satisfaction of our clients is similar to last year: Wavestone’s Net Promoter Score (recognized customer satisfaction indicator) reaches 54.2, (+3 points) despite the strong increase (+21 points) observed in 2020, in line with our objective to keep increasing our NPS year after year. 94% of respondents said they were satisfied with assignment quality, similar to last year The proportion of clients reporting a dissatisfaction is the lowest ever measured (11%), but among them, 39% consider we haven’t managed it well enough (compared to 27% in 2020). In addition, in the context of the health crisis, a huge majority of our clients consider that we managed the transition to remote working well (97%), without compromising the quality of the assignment. The satisfaction criteria most highly scored by our clients are: Quality of our relationship, transparency and ability to listen Personal investment in the work Flexibility, adaptability and responsiveness Guillaume Chassard PARTNER SATISFACTION CLIENT SPONSOR This confirmation of last year’s satisfying results strengthen our belief in our priorities. Action plans adapted to each scope will be put in place and aligned with our goals of increasing NPS. In particular, thanks to our quality champions, we will make a much more intensive use of Quality Assessments as a means of evaluating client satisfaction during assignments. In parallel, we will continue to raise awareness among all employees about Client Satisfaction. Job openings - Financial releases - Newsroom - Offices Legal notices - Cookie usage - Personal data processing Modern Slavery Transparency Statement © 2017 Wavestone All rights reserved We are committed to protecting your data. Wavestone uses cookies only to ensure the proper functioning of the site, to provide you with an enhanced visitor experience and to analyze our audience. For more information, please see our Cookie Management and Privacy Policy. ACCEPT ALL DENY ALL MANAGE COOKIES