Putting Clients at the Center of Everything We Do

At Milrose, our clients are at the heart of every decision we make. Each year, we reflect on how we can better listen, adapt, and create value throughout the project lifecycle. Since the last CX Day, we’ve introduced a series of new initiatives to strengthen collaboration and elevate the service experience at every touchpoint.

We’re also happy to report that year-over-year, we continue to see steady improvements in two key client feedback metrics: our Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). These positive trends affirm that our efforts are resonating with clients and driving meaningful results.

Listening with Purpose: Regular Account Assessments

To deepen our understanding of client needs and ensure ongoing alignment, we’ve introduced regular account assessments. These strategic check-ins, shaped directly by client feedback, enable our teams to proactively address priorities, anticipate roadblocks, and deliver greater value. By staying close to evolving client needs and project goals, we continue to focus on what matters most: delivering measurable outcomes.

“One key change is the introduction of regular account assessments, guided by client feedback. These check-ins ensure we stay aligned with client goals, anticipate their needs, and continue delivering value in a meaningful way.” — Mindy Zayas, VP of Client Services

Acting on Insight: Enhancing the Voice of the Customer

As part of our broader investment in client success, we are implementing a new Voice of the Customer (VoC) platform featuring an upgraded survey and analytics tool. This enhanced capability allows us to capture client feedback in real time, uncover trends, and identify opportunities for improvement earlier. With faster access to actionable insights, our teams can respond more proactively, making the client experience more transparent, responsive, and tailored than ever before.

Turning Reflection into Impact: Evolving the Project Post-Mortem Program

Milrose has also reimagined its Project Post-Mortem Program into a cross-functional forum for learning and continuous improvement. These sessions bring teams together across departments to reflect on project outcomes, share insights, and identify ways to enhance collaboration and execution.

“The reenvisioned Project Post-Mortem Program reflects Milrose’s commitment to growth and operational excellence. By creating a space for honest reflection and shared learning, we’re not just executing projects—we’re strengthening how we deliver every future project. Each experience teaches us something valuable, and by reflecting as one team, we turn experience into excellence.” — Kerine Williams, Director of Project Management – East Coast

Building on a Foundation of Partnership and Progress

These enhancements build on other recent improvements, such as a revamped project kickoff process, which is designed to elevate the way we partner with clients. Whether it’s the beginning of a project or a review of its final outcomes, each initiative reflects our belief that great client experiences are built through consistent action, clear communication, and a culture of accountability.

Together, these programs reinforce our mission to provide a seamless, responsive experience from start to finish. At Milrose, we believe client experience is everyone’s responsibility, and every conversation, project, and partnership is an opportunity to improve.
As we mark another year of progress, we remain dedicated to listening, learning, and innovating, so we can continue to deliver exceptional service and measurable results.
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