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Voice Of The Customer

Your Voice, Our Response

At HKA we are customer-focussed, open and strive to anticipate our clients’ needs. To embed this client-centric approach consistently across all our work, we follow a Voice of the Customer (VoC) Centricity programme.

It began early in 2020 with an externally managed survey of our clients’ views on our services and delivery. The VoC programme builds those insights into the priorities and perspectives of our diverse client base.

This knowledge, gleaned via multiple touchpoints, informs our new Client Focus Strategy and a suite of processes and protocols, ranging from how we communicate to capturing lessons from projects. The VoC programme also complements our quality assurance process and helps drive continuous improvement.

The VoC programme insights have proved powerful in ensuring that our people at all levels in the firm understand our clients’ perspective. We are using this knowledge to drive continuous improvement and better serve our clients with the aim of becoming their trusted advisors in additional areas.

Linda Orton, Partner & Chief Marketing
and Business Development Officer

Operating across our 40-plus office locations and all counties in which we operate, the programme not only ensures that we put our clients first, listening and acting on their feedback. It is also enabling HKA to anticipate their needs and build stronger relationships as we continue enhancing our services.

The VoC dialogue reaffirms our Client Value Proposition – that we: make the complex clear and logical, understand people and collaborate, enable and empower clients, and thus achieve the best possible outcomes.

Our clients’ views on our people and service delivery

Customer-oriented experts with extensive analytical skills. Major ability to coordinate with legal counsels and technical consultants.

Client EPC Contractor

Superior quality. Wealth of experience. Reliability. Easy to work with.

Instructing Attorney

Focused, results and solutions-oriented outcomes are always well thought through and presented. Depth of capability is impressive…

Client, Local government

Very knowledgeable, well experienced with contemporary insight, professional attitude, and possess tons of praiseworthy qualities.

Client, Multinational Electricity Company

HKA awarded ‘Judges’ Choice’ in Achievement in Customer Excellence 2021 Award.
Read our story ‘Customer centricity inspires loyalty and spurs growth’ on page 32.