For client engagement, the organization relied on the anecdotal perception of individuals, and did not have a metric to evaluate it.
Tasked with increasing client engagement, the index was developed to:
(a) Have a qualitative, transparent measurement of client engagement
(b) Provide a client-centric approach to client engagement activities, allowing them to determine whether or not such efforts are of value to them
(c) Improve internal understanding of the success of client engagement initiatives
(d) As the service provided was tailored to the client, it would provide an opportunity for clients to feedback on their customized experience, so any improvements could be undertaken on a case by case basis
