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Client Listening Program helps RTI connect and meet the needs of clients from start to finish
RESEARCH TRIANGLE INSTITUTE, N.C. – RTI International is a 2023 Silver Award winner for Excellence in Client Experience. The award presented by Zweig Group and Client Savvy recognizes organizations that consistently excel at aligning with expectations and delivering experiences clients value and would highly recommend to others.
“We understand the importance of listening and responding to our clients,” said Mike Kaelin, chief financial, strategy and transformation officer at RTI. “It is not enough just to accept feedback. It’s great to know when something is working well, but you also must be willing to make changes when improvements are needed.”
RTI established a formal Client Listening Program (CLP) in 2019 to improve the client experience. The CLP allows RTI to take a step back from the daily work and ask for client feedback throughout the span of a project. This feedback provides valuable insights into a client’s needs, which in turn allows RTI project teams to deliver a better overall experience.
RTI’s CLP has become integrated in how project leaders manage their projects. CLP data shows positive results in client feedback scores. Ninety-seven percent of RTI’s ratings were “Met Expectations or higher" for fiscal year 2023 indicating a baseline level of excellence across the institute.
Client Savvy also awarded RTI’s CLP with the 2023 Client Experience Excellence (CX-cellence) Award for their” Moving from Measuring Compliance to Measuring and Amplifying Impact” work. This award recognizes leaders who deliver outstanding experiences for their clients and employees. The purpose of measuring impact is to connect RTI’s client feedback to other client data, thereby supporting a holistic view of client needs and identifying areas of improvement related to their clients’ experience.
