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 4.63 on a 5-point scale with a high score of 4.81 in the area of technical expertise

The Methodology

An email invitation from Trinity’s Director of Business Systems was sent to nearly 3,500 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 4.65 on a 5-point scale is comprised from ratings for the individual service questions as follows:

1. Technical/regulatory knowledge and expertise provided……………..4.81
2. Client service……………………4.63
3. Quality of work products……………………..4.71
4. Project management………………………4.56
5. Overall value provided relative to cost………………4.45

Trinity’s NPS, which is a metric commonly used by businesses to measure customer loyalty, was 71.2 compared to a median of 50 for professional service firms. Trinity’s Environmental Consulting business units had an average NPS of 73 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:

• We would not be an organization without Trinity’s support. It has been an incredible partnership, and I look forward to continuing to work with the team in 2025.
• I’ve worked with several of the Trinity offices, and I’ve always been impressed with their responsiveness and quality of work. Deliverables are on time and information is communicated effectively.
• I have been using Trinity for over 10 years and have always been happy with the service and reps I am working with.
• All of the consultants are friendly, knowledgeable, and easy to work with. There is good communication between Trinity and our company which makes it very easy to accomplish what work needs to be done.
• Trinity staff go beyond and have been critical in maintaining our facility. I can’t recommend them higher and have recommended them to other facilities.
• We have worked with Trinity representatives for air permitting for several years. We value the insight and responsiveness of the services we receive.
• Very good communication. Meets and understands our needs and brings related ideas to the table and appropriately shares what they see at other sites and companies to help us grow. Serves as a partner and advisor!
• Everyone I’ve ever dealt with in any capacity at Trinity has been friendly, helpful, and extremely knowledgeable. I’m very glad that we’ve been able to have such a great working relationship with Trinity.
• I just recently expanded my interactions with Trinity to include others, and I was not surprised that they also maintain the same high level of professionalism and knowledge that I am used to from my Trinity contact of multiple years.
• I greatly enjoy working with Trinity. You’ve been able to help me with multiple different environmental regulatory compliance questions and supported us in our relationship with our regulator. I’m looking forward to future endeavors together.
• Trinity has provided a wide range of services to our company and have consistently delivered a high-quality product in a timely manner with a high degree of satisfaction. The team has a multitude of areas of expertise to support project regulatory and environmental needs.

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.