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March 20, 2006

Are There BTI Consulting-type Studies Out Measuring Whether Clients Are Happy/Unhappy with the Client Service Performance of their Outside CPA's, Stockbrokers, Management Consultants, Financial Planners, Marketing Gurus, Banks, Ad Agencies?

Long title but you get the idea. We live increasingly in a "service-based" global economy. Any studies or stats out there on how good or bad "client/customer service by services" is? The BTI Consulting Study concludes that GC's have been, on the whole, alarmingly unhappy (52% allegedly sacked primary outside counsel) with their law firms over the past few years. Query: Is there reliable non-anecdotal data documenting client feedback on "services by services" other than lawyers?

If despite all the "total quality" rubric over the past 20 years real client and customer service in America is generally a cynical joke--from restaurants, your auto repair shop and that perhaps well-meaning but hopelessly lame Verizon phone person to lawyers, stockbrokers and financial planners--what about other service providers generally? And "professional" service providers? What about their clients? Are they happy with their "primary provider" for accounting, advertising, management consulting, mortgage broking, banking, etc.? Does such data exist? One working theory is--in case you're interested--is that "service for services" is bad everywhere and all service providers are more at risk than they might have thought.

J. Daniel Hull

Posted by JD Hull at March 20, 2006 09:32 AM


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