Waltham, MA. March 9, 2011—A recent analysis conducted by Chatham Partners found that customer satisfaction rates for its Retirement Services clients reached a new high-water mark of 6.0 (on a 7-point scale) in 2010, eclipsing the previous high of 5.9 achieved in 2009.
The satisfaction increases observed among Chatham’s clients were driven, in large part, by their successful incorporation of “The Voice of the Customer” into their business and product planning protocols. Using market research conducted by....