Data presented here supports the Contributing to societies & local communities section of this report and our financial overview.
Client satisfaction results
ERM's services support our clients’ environmental, health, social, safety and sustainability needs across the entire life cycle of the business.
Our FY21 target for tracking client satisfaction was to increase the average number of services provided to key clients by 10% (based on a 3-year rolling average). An objective of our key client program is to support our clients across a greater range of their sustainability needs, which would in turn access more of ERM's eight service lines. This metric was designed to be a proxy measurement for satisfaction based on the assumption that if a client has a high level of satisfaction from an engagement, they are more likely to engage ERM in other areas of the business.
In FY21, we increased growth in the average number of services provided to key clients by 6% (3-year rolling average). We saw steady growth in the number of key clients accessing the breadth of ERM services in FY21 despite the disruptions caused by the pandemic. Key clients have been working with ERM for a longer period of time and by definition are larger accounts with a wider spectrum of engagements. These strong relationships enabled us to adapt our response to changing client needs.
We continue to evolve our measurement of client satisfaction and therefore set a target for FY22 to establish an independent and verifiable client satisfaction process.
