RubinBrown: Totally Satisfied Clients

CHAPTER 6

Looking to the Future

We know client service has changed drastically since RubinBrown was founded in 1952; it’s also certain it will continue to change even more in the future.

In today’s world, a lot of client service interactions take place virtually or in other ways besides face-to-face. For RubinBrown, this also includes how we survey our clients to see how our relationships are progressing. “ Client service is much more difficult now than it used to be. Everyone is moving faster in this highly networked environment. There are many more demands placed on clients and team members. We are in the Amazon days where everyone wants everything immediately.” Partner, 19 years of service We do this by measuring client satisfaction through a tool known as the Net Promoter Score. RubinBrown has been surveying its clients for years, but starting in 2018, we added the Net Promoter Score to our one-question electronic survey. The

37