Client experience and feedback

About us

Client Experience and Feedback is essential

We are committed to ensuring a unique client experience

At Deloitte, we strive to be the professional services firm of choice for our clients through an unwavering commitment to providing tangible value and excellent service. Each client is unique. Understanding what is important to you is vital to our success. That is why Deloitte measures client experience through a comprehensive client feedback model.

Deloitte Luxembourg Client Feedback model in numbers

Measuring client satisfaction

We are committed to delivering quality and excellence in everything we do. We emphasize understanding your experience with Deloitte through The Client Experience Score (CES) and how successfully we deliver experiences that create and sustain loyalty through the Net Promoter Score (NPS).

Client Feedback matters

  • It shows us our impact,
  • Is a golden opportunity to learn and improve for you, and
  • Helps us raise the bar.

Client Satisfaction Assessments (CSAs) conducted periodically with clients across audit, tax, advisory and consulting. These face-to-face discussions between your executives, a representative of our Executive Committee, and a member of our Brand & Excellence team help us create tailor-made strategic plans for you.

Engagement reviews led by the Lead Client Service Partner to measure the quality of our services delivered.

Debriefing sessions conducted throughout a client engagement.

Online surveys which give us specific feedback on recruitment, talent, technology, etc.

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Please do not hesitate to contact our Brand & Excellence team if you would like to participate in any of our feedback processes.

luqualityandexcellen@deloitte.lu
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