The Roundtable - Achievement in Customer Satisfaction

Company: The Roundtable, Toronto ON, Canada
Company Description: The Roundtable is a leadership development organization focused in the area of group and team coaching. Founded in 2007 by our company President, Glain Roberts-McCabe, The Roundtable was named top external provider in Canada at the Canadian HR Awards for their work with clients ranging from PepsiCo Foods Canada to the Toronto International Film Festival.
Nomination Category: Achievement Categories
Nomination Sub Category: Achievement in Customer Satisfaction

Nomination Title: The Roundtable Exceeds Customer Expectations

The Roundtable is a coaching organization that supports ambitious leaders in navigating change, disruption and growth by helping them build the coaching and collaboration skills they need to be successful. Founded in 2007, The Roundtable has build a exemplary track record for delivering powerful results for their clients. Previous accolades have included: Gold Award for Outstanding Learning Program (2014 - Canadian Society of Training & Development), Best Mentoring Program (2015 -HR.com), Best Program for Senior Executives (2015 - HR.com), Best External Consulting Provider (2016 - Canadian HR Awards), Canadian Women Entrepreneur of the Year (2018 - RBC Women of Influence). The Roundtable has supported leaders in respected organizations like: The New York Power Authority, PepsiCo Foods Canada, The Toronto International Film Festival, Peanuts, Wildbrain, Canadian Automobile Association, Target Canada, Royal Bank of Canada and many others. Our commitment to our clients is evident in the long term relationships we hold, with many extending over 10 years. Over the 10 years, we have expanded our program offerings and, since July 2020, have increased ourrevenues over the previous year by over 120%. Covid reduced our revenues up until July by 40% during lockdown period.

As an ongoing internal process, we measure the Net Promoter Score of our programs. NPS scores can fall from -100% to plus 100%. An NPS score of 71% is considered outstanding in the training industry and 51% in the consulting industry. As a coaching firm, we use these two benchmarks to track results on our programs, facilitators and program support team. Prior to the pandemic, we had an outstanding score of 78% NPS for our program, 85% NPS for our coaches and 87% NPS for our support team. Post pandemic, our overall NPS scores for our programs have increased to 83% which is best-in-class in our industry.

NPS scores allows us to track referral and repeat business with our clients. As a result of our increase in scores, we have seen a significant increase (400%) of referral business and can directly attribute 75% of our overall revenues to repeat business from existing clients.

Additionally, we track completion of goals within our programs as well as improvement in key leadership areas. Please refer to the attached summary form for a full view of program outcomes plus additional verbatim comments from clients completing our programs since July of 2020. Here's one example:When I set my long term goals, being recognized as one of the Top Executives in Canada wasn't even on the radar but that's what happens when you take great leadership lessons and incorporate them into your every day. Carrie Lysenko

In 2020, the training and development industry was hit especially hard by Covid lockdowns. Corporate training was backburnered, and firms saw massive declines in revenue. As a member of the ISA - Association for Learning Providers, polls of members showed that average firms dropped between 40 and 75% of revenue during the period of March 2020 and September 2021. For The Roundtable, our existing revenues dropped by 30% which was less than the average. I attribute this to our focus on building long-term, strategic relationships with our clients. In addition, we 'bounced back' more quickly than comparable firms. By July of 2020, we were already back to achieving our monthly budget targets. Comparable firms in the ISA community didn't see work returning until later in the Fall of 2020.

And, as mentioned prior, our NPS score continues to improve even as we rollout out more programs to an ever-expanding base of clients. And, as a service provider, one of the key measures of success is repeat and referral business. In comparison to many other firms that we benchmark against within the ISA, our repeat business rate of 75% is higher than the industry average of 53 to 64%.

Reference documents attached include:

-Roundtable general program results and outcomes two pager
-Program specific results and testimonials
-Roundtable graduate Carrie Lysenko named top Canadian exec

Series of Roundtable video testimonials from program sponsors and participants