Client Service Review

As a customer service based business we pride ourselves on our ability to listen to the demands of our clients and end users and tailor our designs to suit them - not us.

In 2007 Coda embarked on a series of reviews in an attempt to better understand the way the business is seen by both its employees and its clients. The unusually named ‘Size Ten and Half Boots' were commissioned to undertake the reviews to ensure that the results were non-biased and impartial.

Initially all staff were reviewed to gain an insight into their perception of the business and what they liked and disliked about the company. Feedback from these reviews has been acted upon and some of the changes include the 'Team Talks', the 'Score Card' staff review system and more protocols and systems to help new and junior members of staff. These initiatives are all in place to assist and implement training and learning all round.

Stakeholders in the business including clients and other prominent consultants were interviewed to gain insight into their perception of the business and where its successes and failures were. The results from these client surveys have been acted upon and improvements in communications, systems and protocols and the provision of a new conference facility have all resulted from the recommendations.