Client satisfaction

Each year, SKM conducts a series of interviews with clients to assess our performance and identify areas where we can improve.

Our goal is to achieve a rating of 8/10 or better on a series of key performance measures.

The results are pleasing, showing 'overall satisfaction' is above 80 per cent and that we are performing strongly in terms of 'diverse range of skills' and 'easy to do business with'. SKM achieved 80 per cent or better on most of the attributes measured. See the results of our client satisfaction survey.

The survey of 517 clients in April-June 2008 showed SKM is well regarded for 'demonstrating commitment to client relationships', 'aligning with client teams' and providing 'quality output'.

As we found in our previous survey, there is considerable industry strain regarding resourcing and skill levels.

This has had an impact on client businesses and on SKM's ability to deliver projects on time.

Clients have asked SKM to undertake further efforts towards staff retention, mentoring and appropriate recruitment strategies. Clients also ask SKM to maintain stability of project teams where possible.

SKM is acutely aware of the competitive labour market and we work hard to retain our staff, with a retention rate better than the industry standard. During the year we stepped up our commitment to staff, with better rewards, training and recognition.

Thought leadership

There is more to engineering and professional services than coming up with purely technical solutions.

The ability to look forward with strategic vision and consider the 'big picture' is increasingly important to our clients, who are often seeking a holistic outcome that covers a range of issues.

To assist our clients we have this year introduced achieve, a quarterly magazine in which we share the thinking of SKM practice leaders in particular fields.

achieve gives us the opportunity to contribute 'Thought Leadership' on a range of key topics, especially with our sought-after experience and expertise in areas as diverse as climate change and efficient transport to corporate security and water resources.

We will continue to focus on the issues that matter most to our clients and our people. This is just another way of fulfilling our common purpose: to make a positive and enduring difference to the world.

achieve has a distinctive style and is also available in electronic format, complementing our approach to sustainability and the choice for readers to receive the magazine in electronic form only.

Our thought leadership is also showcased by a continually updated series of articles available at: www.skmconsulting.com