Better Outcomes
The quest for better outcomes is our raison d'etre.
We believe there's significant opportunity to raise the bar-not only for consulting firms but also for large programs and projects in general.
In our past lives, many of us found our experiences with consulting firms and large programs and projects to be disappointing and unrewarding. Project failure rates continue to be stubbornly high, as evidenced in the latest Standish Group report on project success rates which reported that 44% of projects were challenged and 24% failed completely. And, this report only focuses on success relative to the project's timeline, budget and scope. It doesn't answer the question of whether these projects delivered real business value—the ultimate measure of success.
What drives us forward, what gets us out of bed in the morning, what we love to do is produce better outcomes and accomplish this in collaboration with our clients. Over the years, we've come to focus on better outcomes along the following dimensions:
Alignment
Flawless execution is what we're known for, but execution alone is not enough. Alignment is also essential. Our constant connection to business and customer outcomes ensures that we're delivering the right solution, not just delivering the solution in the right way.
Speed
Speed is a competitive advantage and speed-to-value is an outcome our clients have come to expect. We focus on delivering tangible value to our clients in the least amount of time, and our approach and teams are optimized for hyper-productivity. In the words of one client, "I've figured out the formula: 1 Dominion Digital day = 1 [global consulting firm] month."
Measurable Results
Tangible business value is the ultimate measure of success. Only when all team members understand how success will be measured can they come up with innovative ways to maximize those results. Across all our solutions, our focus on delivering measurable results provides a consistent waypoint for our team, from project inception through implementation.
Net Promoter Score
"How likely is it that you would recommend this company to a friend or colleague?" That's the all-important question behind the Net Promoter® Score (NPS). For example, over the past 12 months, our NPS score was:
| Company | Industry | NPS |
|---|---|---|
| Dominion Digital | Consulting Services | 86% |
| USAA | Auto Insurance | 78% |
| Amazon.com | Online Shopping | 71% |
| Trader Joe's | Grocery | 69% |
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
At Dominion Digital, we strive to understand and improve our NPS. So we survey our clients to get feedback on our own customer loyalty. Because NPS is a standard used by leading companies, it also allows us to benchmark and compare our customer loyalty to other leading firms.
In the past few years, NPS has been embraced by leading companies as the standard for measuring and improving customer loyalty. It has gained popularity due to its simplicity and its links to profitable growth. NPS is calculated as the percentage of customers who are Promoters, rating the company 9 or 10 on a zero-to-ten point scale, minus the percentage who are Detractors, rating 6 or lower.
Satmetrix, a leader in NPS and customer experience programs, published its 2010 Net Promoter Industry Benchmarks rankings. The rankings allow us to compare and benchmark against the top ranked firms in various industries.
Client Experience
In addition to the NPS question, we ask our clients to rate Dominion Digital on various aspects of their client experience organized into the categories of Service & Value, Passion & Excellence, and Teamwork & Results.
Over the past 12 months, our average score is 4.76 (on a 1 to 5 scale with 5 being the highest ranking).
