Listening, Learning, and Improving: Insights from Our Customers

Every year, we ask our customers for candid feedback about their experience working with LSI.

This spring, partner organizations took the time to share their perspectives through our annual Customer Experience Survey, administered by our independent customer experience partner Interaction Metrics. Their expertise helps us gather honest, actionable feedback that enables us to better understand what is working, where we have opportunities to improve, and how we can continue strengthening the experience we deliver.

To everyone who participated: thank you. Your insights directly influence how we invest in our people, processes, and customer relationships.

As a small way of saying thank you, LSI donated $25 for every completed survey response to Feeding America to support hunger relief efforts in the communities we serve.

What We Heard

The feedback reinforced what has always been one of LSI's greatest strengths: our people.

Across industries, customers consistently praised the expertise, professionalism, and dedication of our consultants. In particular, they recognized the deep technical knowledge of our SAP experts and the specialized experience of our higher education teams. Clients also highlighted our responsiveness, collaborative approach, and commitment to delivering successful outcomes—qualities that continue to set LSI apart and build lasting partnerships.

At the same time, customers were clear about where we can do better.

Across multiple responses, several themes emerged. Customers told us they would value even more proactive communication, greater visibility into project progress, and continued focus on project execution and responsiveness. These insights reinforce where we’re investing to make the customer experience even stronger.

Turning Feedback Into Action

Listening only matters if it leads to action. While we’re proud of this year’s results, we’re equally committed to continuously raising
the bar. Based on what we heard, we’re investing in three key areas to make our customer experience stronger.

• Enhancing Communication & Delivery
  • We’re further strengthening our project delivery approach by standardizing status reporting, increasing proactive communication, reinforcing project governance, and providing greater visibility into project progress and decision-making. Our goal is to ensure customers always have clear expectations, timely updates, and confidence in project execution.
• Strengthening Customer Partnerships
  • We’re expanding executive engagement through regular account reviews and strategic check-ins, creating additional opportunities for collaboration, feedback, and long-term planning throughout each customer relationship.
• Making Feedback a Continuous Conversation
  • Beginning this year, we’re moving from an annual customer survey to quarterly client health surveys. More frequent feedback allows us to identify opportunities sooner, respond more quickly, and continuously improve the experience we deliver.

Looking Ahead

Exceptional customer experiences aren't created by a survey—they're built through every interaction, every conversation, every milestone, and every commitment we make throughout the life of a partnership.

This year's feedback reaffirmed the qualities our customers value most: the expertise of our people, our commitment to collaboration, and our focus on delivering meaningful outcomes. It also provided valuable insights into where we can continue to grow. We view every piece of feedback as an opportunity to strengthen our services, refine our approach, and deliver even greater value.

At LSI, continuous improvement is part of who we are. As our customers' needs evolve, so will we—investing in our people, expanding our capabilities, and finding new ways to help organizations achieve their goals.

To our customers, thank you for your candid feedback, your partnership, and the confidence you place in our team. Your trust is something we never take for granted, and we remain committed to earning it every day through expertise, accountability, and exceptional service.