Improving Customer Satisfaction in a Government Contracting Firm

Client Overview

A government contracting firm providing IT services to federal and state agencies faced customer dissatisfaction due to:

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Delayed project timelines.

2.

Lack of proactive communication.

3.

Inconsistent service quality across projects.

To enhance contract renewals and increase customer retention, the firm needed data-driven insights into customer pain points.

Phase 1: Identifying Key Drivers of Client Satisfaction

We used a combination of:

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Text analytics & sentiment analysis on client feedback.

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Regression analysis to identify top drivers of contract renewals.

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Customer journey mapping to find bottlenecks.

Key Findings:

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Delayed communication from project teams was the #1 driver of dissatisfaction.

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Inconsistent performance among subcontractors negatively impacted renewals.

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Clients wanted more real-time progress updates.

Phase 2: Implementing Data-Driven Improvements

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Automated project status reporting reduced communication delays.

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AI-based subcontractor performance tracking ensured consistent service quality.

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Real-time client dashboards provided transparency into project timelines.

Results & Impact

NPS increased from -8 to +22.

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Contract renewal rate improved by 35%.

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Project completion time improved by 20% due to proactive issue resolution.

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The firm used data science to improve operational efficiency, boost customer satisfaction, and strengthen client relationships.