In July 2007, SPINE completed its first customer satisfaction survey. We conducted this survey to get a better understanding of the overall service we provide our clients, and to identify opportunities to better meet their needs.

I am pleased to report that SPINE did shine — the vast majority of participants described themselves as “very satisfied customers.”

Recognizing that each client has unique needs, and that the services we provide vary from one relationship to another, we chose a cross-section of our client base. We interviewed clients ranging from big public corporations to small privately-held companies, in industries that included shipping, energy, and finance.

The interviews were conducted by an outside resource to ensure an unbiased interpretation of the feedback. The survey was divided into two parts — a quantitative section to assess performance in key areas, and a qualitative section to tease out details to support the numbers.

Summary of findings:

• Clients like working with us and want us to stay in touch more frequently
• SPINE needs to do a better job marketing itself
• Most clients were not aware of the breadth of our services

The report also provided very high numbers in the areas of trust, creativity, accessibility and responsiveness. We take pride in these qualities, because it demonstrates sound business fundamentals and a strong platform to build upon. Not everything in the report was rosy, and the survey pointed out areas that need improvement. We are in the process of analyzing the data and will be implementing some changes over the next few months to address those concerns.

I would like to thank all who participated in the survey. Your feedback, and of course your loyalty, gives us the opportunity to create a business that revolves around your specific needs. We look forward to strengthening our relationship, while producing great work that performs.

Glenn Hoffman

Principal & Creative Director

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