Our Key Performance Indicators

The below infographic shows the Key Performance Indicator (KPI) results Wallis achieved in 2018.

Our KPI score is calculated as the proportion of clients who give a ‘top 2 box’ rating on at least 5 of the 6 key measures in our client service delivery survey.

These are:

  • Understanding needs
  • Responding to requests
  • Quality of data
  • Delivering on time
  • Latest thinking
  • Producing insights


Based on the feedback provided by our valued clients in 2018, these are some of the key enhancements introduced over the course of 2019:

  • We recently implemented design and functionality improvements for our online survey platform, improving the layout, graphics and functionality of our surveys;
  • We developed an enhanced capability in online reporting for both fieldwork dashboards (to allow clients to monitor the progress of data collection) and survey results (online reporting); and
  • We introduced an integrated SMS capability allowing interviewers to send an SMS to someone they are on the phone with (e.g. for sending a survey link, Helpline number, or other information on the spot).


We are always looking to improve the service we provide, and value candid feedback from our clients. If you have not had the opportunity to provide feedback via a survey and have any comments or suggestions you would like to share, we invite you to email us at [email protected]