Annual Client Survey Results — 2024
ORC conducted its annual client satisfaction survey for the period January–December 2024. The survey was distributed to all active clients via the ORC client portal in January 2025. Responses were collected over a four-week window.
Response rate: 34%. ORC notes that this is the same response rate as 2023. ORC is not sure what to do with this information. The survey was the same length as last year. The window was the same length as last year. 34% is consistent. ORC will reflect on this.
Of respondents, 91% rated ORC’s service as “satisfactory” or above. The remaining 9% did not elaborate. One respondent left a comment. The comment has been passed to Gary. Gary has read it. Gary has noted it.
One respondent provided a written comment. This is unchanged from 2023, when one respondent also provided a written comment. It is unclear whether it is the same respondent. The comment is reproduced below.
Gary would like to discuss the comment. Gary considers the comment positive. Gary is aware that “professional” and “within budget” are the baseline expectations of any contracted service provider. Gary believes the comment reflects well on ORC nonetheless. N. Osei has suggested Gary move on. Gary is considering this.
- The response rate of 34% is noted. ORC will review the survey format and distribution method for 2025. The review will be led by A. Kowalski. A. Kowalski is aware.
- The “below expectations” data point in Q1 has been withheld pending internal review. The review is being conducted by M. Hargreaves. A target completion date for the review has not been set. The data point represents 9% of respondents. ORC considers this a data point worth reviewing. Hence the review.
- The single written comment has been shared with the senior leadership team. Gary has convened a brief discussion about the comment. The discussion lasted 22 minutes. N. Osei left after 14 minutes. The outcome of the discussion was that ORC will continue to deliver professional service within the agreed timeline and budget. This was already the plan.
- The 2025 survey will be distributed in January 2026. ORC hopes the response rate will exceed 34%. ORC notes that it hoped this last year as well.