As required by Trinity Consultants’ Quality Management System, which is ISO 9001:2015-certified in the Dallas, TX headquarters office, we recently completed our annual client satisfaction survey. We received responses from nearly 700 clients. The overall average score across all business units for service parameters was 4.68 on a 5-point scale with a high score of 4.84 in the area of technical/regulatory expertise

The Methodology

An email invitation from Trinity’s Director of Business Systems was sent to 3,561 client contacts whom Trinity or its affiliated teams had supported during the previous 12 months on significant project engagements.

Respondents rated their satisfaction across five areas of service and an additional question measured how likely the client would be to refer Trinity to a friend or colleague, on a scale of 1-10. This question is used to determine the company’s “Net Promoter Score (NPS)”. One open-ended question asked respondents to provide any comments that they wanted to share on client service and/or areas for improvement. Responses were anonymous unless a respondent chose to self-identify.

Response Summary

The overall rating of 4.68 on a 5-point scale is comprised from ratings for the individual service questions as follows:

1. Technical/regulatory knowledge and expertise provided……………..4.84
2. Client service……………………4.69
3. Quality of work products……………………..4.74
4. Project management………………………4.57
5. Overall value provided relative to cost………………4.48

Trinity’s NPS, which is a metric commonly used by businesses to measure customer loyalty, was 73.5 compared to a median of 50 for professional service firms. Trinity’s Environmental Consulting business units had an average NPS of 73.9 and several Trinity business units and offices scored a perfect 100, indicating that all respondents provided a response of 9 or 10.

Many respondents shared comments about their Trinity project team, including the following:

• I have only had great experiences utilizing Trinity’s services which have ranged from reviewing emission spreadsheets to assisting with permit renewals and more nuanced regulatory applicability reviews. Every consultant that I have worked with has been extremely knowledgeable in their area of expertise, easy to get ahold of, and very responsive. The scope of work is always completed on time and has never lacked in quality. I also appreciate when projects overlap, that they are able to provide even more streamlined customer service by working with the other consultants in house to locate ancillary files and documentation (giving me some time back). I will definitely continue utilizing Trinity in the future.
• All of the Trinity staff that I have interacted with have been very knowledgeable and professional. I have been very impressed at the technical expertise and services provided. They are responsive and easy to work with.
• Consistently provide excellent services with clear communication and strong availability. Demonstrates a great understanding of applicable regulations and are always dependable when support is needed.
• It was excellent working with the team. The product that was produced, our engagement was well thought out, well organized, and used guidelines that were published to substantiate their recommendations. Thank you very much!
• Trinity has provided very valuable services to me for many years. The people I have worked with have deep expertise. They have worked for Trinity for a while and continue to do, making them partners.
• Very responsive on requests whether it is assistance with a permit application or evaluation of applicability for new regulations, the consultants at Trinity have always been a huge resource.
• Really like how easy my group is to work with and their knowledge needed to complete permit actions. Like the fact that I’ve worked with the same project manager for the last 4 years. They seem to understand my knowledge depth and what they have to explain or help with.
• We are reliant on the expertise of Trinity Consultants and always feel confident about the advice given and work product provided.
• Consider our Trinity partners a valuable asset for maintaining environmental compliance and permitting.
• Trinity is above the standard when it comes to providing technical support, guidance and meeting deadlines for deliverables.
• It has been a pleasure working with the Trinity team. I know if needed I can always call them for assistance.

Next Steps

Annual survey results and analysis are shared with all employees by Trinity’s Director of Business Systems and the Environmental Consulting Division’s Director of Quality. Responses that indicate issues of concern are identified and addressed as required under the company’s Quality Management System.