Gaining honest feedback from clients and customers is vital for enhancing overall performance. Though for government contractors who are often embedded with their clients on a daily basis, it can be difficult to gather the constructive insights needed to ensure re-compete contract wins. And, it is easy for contractors to make false assumptions about their perceived performance that could actually jeopardize contracts.
Winning government contractors are using the results of customer satisfaction research to increase competitiveness and achieve business growth during these austere times. Market Connections’ 2012 Government Contractor Study found that contractors with higher win rates were more likely to use outsourced customer satisfaction surveys (83%).
“Based on the data from the 2012 Government Contractor Study, the most competitive contractors are using customer satisfaction research,” said Cynthia Poole, Director of Research Services, Market Connections, Inc. “Conversely, we have seen government contractors who are completely surprised when they lose a re-compete as a result of not doing this type of research.”
Gaining the right feedback from customers is only the first step. The next phase is taking action and enhancing performance based on the research, whether it is course-correcting or focusing more on the positive attributes of the client engagement.