Listening to Our Clients So We Can Deliver a Great User Experience
Listening to our clients and working partners is a key element of how we deliver high-quality work and achieve our mission. That’s why we established the Client Listening Program (CLP).
The Voice of the Client
RTI’s Client Listening Program (CLP) improves our clients’ experience by letting us step back from the day-to-day work and ask for client feedback throughout the life of the project. These conversations help us better understand how it is to work with us from the client’s perspective, looking at what is working well, and where we need to do better. By actively listening and following up, we gain valuable insights into a client’s needs, which in turn allows us to deliver a better overall experience.
RTI’s CLP has become integrated in how project leaders manage their projects. Across RTI from April 2019 through the end of fiscal year 2020, RTI project leaders initiated 1,235 client surveys, representing 77 percent of RTI projects participating, with a 44 percent client response rate and a 56 percent documented follow-up rate.
CLP data shows positive results in client feedback scores. In every category RTI averages at minimum “Slightly Exceeds Expectations,” indicating a baseline level of excellence across the institute. Ninety-six percent of the ratings were “Met Expectations” or higher."
Positive Comments From Clients
- “Great organization, timely information, depth of information.”
- “RTI help us think through difficult questions, always in a supportive, positive way.”
- “I've worked with a lot of teams and RTI's team has been the best I've worked with. They're always responsive and always meet bumps on the road with positivity and a level head.”
- “All concerns or questions are taken seriously. Follow‐up is timely.”