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Quality for Life: Delivering Consistent Client Service

ASQ member Janice Rotchstein, chief quality officer for Edelman, discusses the proprietary client service metric survey system Edelman developed and employed to better understand client needs. With more than 7,000 responses since the quality program began 11 years ago, the company has been able to identify a number of ways to improve client service. The results speak for themselves, showing improved client retention and expansion.

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