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GEOINSIGHT, INC. CLIENT SURVEY
FISCAL YEAR 2002

Date: 4/16/03

GeoInsight is proud to have reached its 10th year anniversary on May 11, 2003. Attaining this milestone was possible through the partnerships formed between GeoInsight staff and their clients. To continue to improve these relationships and create new ones, it was decided to embark upon a client survey to evaluate our clients’ perception of GeoInsight. Below is a summary of the results of the survey.

1. How did your company originally select GeoInsight as an environmental consultant?

We found that a majority of the clients hired us based upon our previous relationship with them or through referrals. 

2. What do you like best about dealing with us?

The client’s expectations of us are very similar to our own. What they like best about dealing with us is our team approach, personalized service, knowledgeable and professional staff that are easy to deal with, presentation and communication skills, and the fact that we are strategic thinkers looking for cost-effective, creative solutions. High quality and technically sound service and report writing are also very important to our clients, as well as providing them in a responsive and timely manner.

3. If you could change anything about our relationship to make doing business more effective, what should it be?

Clients would like to see improved project communication by way of progress status e-mails, notification of negative aspects of a project’s progress along with the positive, and regular meetings between the client and GeoInsight project staff. Understandably so, clients want us to be conscientious of their business ramifications if requests or reports are late. At times, project managers appear to be overextended and deliverables are delayed. Another point made was to attempt to keep the same staff working on the same project, but the client understands that at times staff adjustment is needed to meet deadlines. Looking for opportunities to streamline the process and discussing strategic project planning with the client were other comments.

4. What does GeoInsight need to do differently to increase its share of your business?

It was mentioned that we be more global as we are looked at geographically when considered for a project, and we should expand our areas of expertise, without spreading ourselves too thin, as bad service is 100 times harder to repair than good service. Clients want continued high quality service even when busy and want a better understanding of our services by way of explanations of the whys involved in responding to procedures, costs, and paperwork. They also want us to communicate our range of services, even after being hired, without being bombarded by information. Maintaining cost-competitiveness was another concern, as well as demonstrating the cost savings. Clients feel we should have recurring contact with them to continue the relationship building. Providing seminars is a potential way of staying in front of clients. A few clients expressed a desire to look for opportunities to collaborate. 21J claim assistance came up and better coding of invoices and assistance at no cost was suggested.

5. How does GeoInsight stack up against other consultants you have worked with?

We were pleased to hear such things as “top-tier,” rates GeoInsight as a standard to judge by, able to close sites quickly, take work and clients personally, knowledgeable of regulatory structure, and able to explain issues and address them in laymen’s terms. However, it was said that certain personnel can overplay their hand in negotiations and be impatient with arriving at an end point. Some clients feel we appear technically stronger than other firms, while others say we are at a comparable level of technical expertise with other very good firms. It was stated that the small company service is good and that we have demonstrated knowledge and a desire to more than meet expectations. As far as pricing is concerned, for a smaller firm we seem slightly more expensive, but worth it; others say we compete favorably. 

6. What other services should we provide to assist you and your business?

Some clients feel the services we provide have been beneficial and adequate for their needs, while others feel the services we offer are narrow and seem to play to a particular market. Some of the services clients thought we should provide or expand on include wastewater treatment, indoor air/imminent hazard; environmental health and safety; in-house Geographic Information System (GIS) services; in-house remediation services, including construction; environmental Management systems; engineering services; spill prevention control and countermeasure plans; hazwopper training; and the areas of refuse, septage and sludge, as well as ground water management. Again, there is an ongoing need for the clients (new and old) to be informed of all our services to assist them in evaluating how our services relate to their current needs.

7. If you were an officer of GeoInsight, how would you hold onto good clients like yourself?

This question is probably one of the most important, and we found that the responses to this question reiterated the responses to the previous questions. Maintaining the fundamentals is essential – communication (both good and bad), timeliness, and technical soundness; continued relationship growth; make clients aware of additional capabilities we can truly provide and not what we think we can provide; continued hiring and supervision of good personnel; regular/thoughtful contact; responsiveness; stay competitive with pricing; and increase opportunities for collaboration. Demonstrate an interest in the problems that impact the client’s business and provide training on 21J claims were suggested. GeoInsight should keep up with substantive issues affecting the industry, share insight into goals/direction of the company, and participate in work groups such as BIA. Our annual golf duffer’s classic appears to be a hit, and it was suggested that we add another one!

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