At SuccessDay we know that real improvement starts with listening. Twice a year we ask our clients how they experience working with us. Their feedback shows us what we are doing well and where we can improve. It is a moment to pause, reflect and adjust. This half year the results gave us both reasons to be proud and areas to grow.
What the results tell us
Clients continue to value the knowledge and reliability of our consultants. They describe collaboration as strong and getting better with every project. That is reflected in the numbers:
- Customer Satisfaction Rate: 8.3 out of 10
- Overall Client Experience: 7.9 out of 10
We also measure loyalty through the Net Promoter Score (NPS), an international benchmark for how likely clients are to recommend us. Our NPS this round is 40, which is a strong result across industries. It shows that many of our clients actively recommend SuccessDay, while most of the rest are satisfied. Only one respondent gave a low score, which confirms that overall trust in our work is high.
What is XLA?
An Experience Level Agreement (XLA) is different from a Service Level Agreement (SLA). Instead of focusing only on technical measures like uptime or response times, an XLA looks at the client experience. It asks how collaboration feels, how communication works, and how results are delivered.
To make sure this measurement is independent and reliable, we partner with NTTL, a neutral third party who runs the surveys and reporting. This gives us an objective view and ensures the feedback we receive is accurate.
What we learned
We are proud that trust and reliability continue to be our strongest assets. We also value the feedback we received, highlighting opportunities to further improve.
As Kate Knyzhytska, Quality Director at SuccessDay, explains:
“Feedback is only valuable if it changes how we work. We are proud of the trust clients place in us and we take their input seriously — both the compliments and the challenges.”
Kate adds:
“What stands out for me is that clients see us as reliable partners who bring clarity and confidence to their projects. At the same time, they are honest in pointing out where we can do better, like financial communication. That honesty is a gift because it helps us improve the client experience in very concrete ways.”
What happens next
- We celebrate the positives and make sure consultancy excellence is consistent across all projects.
- We act on the challenges by improving budget reporting and financial communication.
- We follow up and track patterns so clients can see the difference in daily collaboration.
As Kate puts it:
“It’s about closing the loop. Clients should see that their feedback doesn’t just end up in a report. It changes how we work with them the very next day.”
Why it matters
By focusing on the experience of working with us, the XLA helps us go beyond technical delivery and see what really counts for our clients. It gives us clear guidance on how to keep building stronger partnerships.
Thank you
We thank our clients for taking the time to share their feedback and our consultants for the work behind these results. We will keep listening and improving so that every project builds more trust and stronger collaboration.
