Client and Employee Survey at fme

According to the vision “Your partner for digital transformation. It’s fme you love to work with.” the key success factor and most important metric for fme as a service company is client and employee satisfaction.

“As part of a strategy relaunch in 2013, we put client and employee satisfaction at the heart of our strategy. We firmly believe that the important metrics of revenue and profitability are functions of employee and client satisfaction,” explains Dirk Bode, CEO of fme.

Learn more about how our vision is aligned with our regular client and employee surveys in this video

Within the fme group, it is precisely defined which scheme is to be used for the different surveys, who is responsible for evaluating the respective feedback and when the response is to be given to the client or employee. The frequency varies – the client surveys take place either quarterly or semi-annually, in the product area once a year. The employee survey is also conducted annually. Following each survey, the feedback goes to the relevant teams, who are responsible for sifting through the individual results and taking care of the follow-up.

“In addition, we meet with the global management team once a year for a workshop. The individual survey results are categorized in advance by all workshop participants to evaluate whether there are recurring patterns for both positive and negative feedback and then prepared accordingly for the global workshop. We will then look at the most frequently mentioned topics, discuss where we see a need for action, jointly derive appropriate measures and determine who is responsible for completing the individual tasks,” adds Tina Lenitzki, Marketing Director at fme and responsible for the global client survey process.

fme group Management Team at the annual global workshop 2023

These measures have already been implemented based on client and employee feedback

• Based on client feedback from last year on the topic of communication, the template for the project kick-off with clients was revised to ensure that there was a uniform consensus for the vision of the planned solution after the meeting.
• A year earlier, the video “fme – The Story Behind our Vision” was created as a post-workshop measure, explaining how the topic of client and employee surveys relates to our vision.
• Following up feedback on the topic of Technical Expertise, the training and certification budget for our staff was increased to stay aligned with the very high skill and competency requirements from our clients.
• In another year, an internal training on expectation management was created following the workshop to better customize our services to our clients.