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Building a Seamless, Personalized and Value-Focused Client Experience
At RSM in Kuwait, we recognize that client experience is essential for sustainable growth. Aligned with RSM Global’s Vision (2030), our strategy focuses on creating a human-centered, digitally enabled and insight-driven experience in all client interactions, reinforcing our commitment to “The Power of Being Understood.”
Our CX Vision: Human-Centered, Technology-Enabled and Client-Focused
Our CX strategy aims to deliver an experience that builds trust and strengthens RSM in Kuwait’s role as a trusted advisor.
What to expect from a structured CX focus:
- Delivering hands-on, client-focused service.
- Leveraging digital tools to enhance client interactions.
- Strengthening RSM in Kuwait's position as a trusted advisor.
- Continuously evolving to meet the dynamic business landscape.
Core Principles: The Pillars of Our Client Experience
Client-Centricity
Every decision and process begins with understanding the client’s objectives, expectations and challenges.
Human Insight & Digital Enablement
Combine professional expertise with digital tools for smarter engagements.
Consistency & Trust
Deliver one unified brand experience across Assurance, Tax & Consulting services.
Collaboration
Foster teamwork across departments to provide holistic solutions to exceed client expectations.
Continuous Improvement
Use client feedback to refine service delivery approaches and enhance client relationship through Voice of Client automated survey portal
Measuring Our Success: KPIs That Matter
At RSM in Kuwait, we continuously evaluate our performance to exceed client's expectations. By focusing on three key performance indicators, we track progress and identify areas for improvement.
Client loyalty
Net Promoter Score (NPS)
Customer Satisfaction
Customer Satisfaction (CSAT)
Ease of doing business
Customer Effort Score (CES)
Structured Governance: Enabling Consistent Service Delivery
What Our Clients Say: Meaningful Connections, Professional Support
At RSM in Kuwait, we focus on building strong relationships and offering consistent support to our clients. Here’s what some of our clients have shared about their experience working with our firm.
Voice of Client (VoC) Platform
A feedback engine that distributes milestone-triggered surveys and tracks responses inside the CRM environment.
Triggered Client Survey
Collects feedback at key service milestones.
Case Escalation Workflow
Routes issues to teams for follow-up and tracking.
Client Sign-Off Option
Provides clients the upper hand to confirm if the issue has been resolved up to their satisfaction.
Celebrating CX Excellence
Explore images and highlights from our CX awards and events, showcasing the recognition of achievements and our commitment to enhancing client experience.
Voice of Clients (CX) Reports
These reports presents client feedback insights, including CSAT, NPS, and CES scores, collected over the specified period. The data reflects responses from clients, providing perspectives on service performance, customer satisfaction and how clients perceive our offerings
Voice of Clients (CX) Annual Report
1 July 2024 – 30 June 2025
Unified view of client feedback. 247 surveys distributed, 205 responses received (83% response rate).
