In an agile environment, our work is often about incremental improvement – seeing where change is needed, forming a hypothesis, trying something new, measuring results, and tweaking as needed. In that world, it’s easy to have a recency bias – the inclination to use the most recent experiences as the baseline for what will happen in the future. However, it’s equally important to look at trends to make sure that, as a company, we’re getting the results we want in both the short- and the long-term.
When tabulating the results of our quarterly client satisfaction survey, the thing that caught my eye was an improvement in the category of how well our clients believe we align with their goals. That question received the most significant improvement from last quarter to this one – from a 5.01 to a 5.28. (As a reminder, our survey is based on a scale of 1 (lowest) to 6 (highest), and our target is always a 5.0 or higher.)
Now curious, I looked a little deeper. The previous four quarters had all been pretty consistent (5.09, 5.01, 5.04, and 5.01). Interestingly, the four quarters prior to that ranged from 4.49 to 4.96. What this tells me is that we made a change about a year ago that our clients liked, and the changes we’ve made more recently are being equally well received.