Join Our Team
Subscribe
Explore
Get to Know Us
Our Culture Code of Conduct Mergers and Acquisition
Career Opportunities
Opportunities at Trinity Submit a Resume
Put Your Degree to Work

We assist clients through a combination of consulting support, technology-based solutions, professional training, and staffing services.

View Open Positions

Trinity Improves Client Satisfaction

01/04/2024
Share it with the world!

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 more than 600 clients. The overall average score across all business units and service parameters was 4.65 on a 5-point scale with a high score of 4.84 in the area of technical expertise. This is a slight increase over the 2022 score of 4.79 for this question.

The Methodology

An email invitation from either Trinity’s Director of Business Systems or specific business unit leader was sent to more than 2,500 client contacts whom Trinity had supported during the previous 12 months.

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 might want 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 4.65 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……………………4.62
  3. Quality of work products……………………..4.73
  4. Project management………………………4.53
  5. Overall value provided relative to cost………………4.51

Trinity’s NPS, which is a metric commonly used by businesses to measure customer loyalty, was 73.2 compared to a median of 50 for professional service firms. This puts Trinity in the top quartile. 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:

  • Trinity Consultants has been a valued partner with our facility for many years now and we consider our consultants to be an extension of our team. Always available to assist and provide the information and support we need in a timely manner.
  • Everyone I have worked with has been top notch. I have been involved in environmental management for 28 years and I always still learn something.
  • The service I have received from Trinity has been wonderful. I know I can count on them to deliver.
  • Trinity has provided consulting services to me for over 10 years and provides one of the best services of any consulting companies we use. Responses to queries are dealt with in a timely manner and any questions about data quality are investigated and resolved. Reports are always of a high quality.
  • Trinity Consultants have been outstanding in providing me and our facility with all air permitting support over the last several years.
  • I appreciate the level of knowledge and the quick responses in situations in which I need to consult with someone last minute. The support and relationship are valued. Thank you!
  • Trinity continues to provide outstanding service and value [to our organization]. Trinity is a trusted partner we enjoy working with.
  • I could never succeed in my position without Trinity’s expert assistance. They are the best contractors I’ve ever had.
  • Very pleased overall with the air permit support we received. The Trinity team was qualified, responsive, communicated well, modeling was completed quickly and accurately, advice was sound. Well done.
  • Trinity is great to work with, provides quality work, and they’re very reliable. They’re an integral part of our environmental team and vital to our success.
  • Trinity has always provided the best service and has always been there to answer questions. The staff is efficient and provides anything required in a timely manner.

Next Steps

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