AMS’s second annual customer survey was conducted in
late 2003 by the Hay Group,
one of the largest surveyors of employee and customer opinions in the world.
More than 175 respondents from nearly 80 AMS engagements completed the survey.
This high response rate of 61%—an improvement of five percentage points
over 2002—underscores the tremendous support of Customers First, and indicates
our customers value the survey as an important tool to provide AMS performance
AMS customers are loyal. This is reflected by a customer loyalty
rating 33 percentage points above normative
benchmarks* for the business and IT consulting industry. Normative benchmarks
include selected questions indicative of customer satisfaction and loyalty.
In addition, 89 percent of customers expressed high levels of satisfaction with
the work AMS is doing on their current engagement. Survey results provide valuable
insight into our customers' perspective on AMS's key strengths and opportunities
for continued growth.
What Our Customers Said
Customers view AMS as a trusted partner with know-how, integrity, and commitment
to customer success. Customers identified the following AMS strengths:
89% of respondents agree that AMS has the skills and expertise to achieve
results for their organization.
88% agree that AMS acts with honesty and integrity.
87% agree that AMS is committed to achieving success for their engagement.
86% agree that their organization realizes a return on their investment.
86% would recommend AMS to others without hesitation (the 47 percentage
points above the norm*).
84% would use AMS again for similar types of work (29 percentage points
above the norm*).
*Normative benchmarks are standards
used to compare customer survey results. AMS compared its results to normative
data for companies in the business and IT consulting industry. More than 100,000
customers representing approximately 200 companies are included in this normative
data provided by the National
Business Research Institute, Inc.