We will:

• Identify the needs of our clients and confirm expectations prior to beginning our work;
• Communicate our service objectives;
• Establish ongoing communications processes to ensure we are both proactive and responsive;
• Resolve any service problem promptly and professionally;
• Seek an assessment of our performance upon conclusion of the engagement;
• Provide ongoing value through our thought leadership;
• Seek to develop the type of relationship that is built on confidence and trust.

We value our clients, and it’s important to us that they feel valued. To help us better understand their value expectations, we have developed a three-part client feedback process to allow our clients to provide us with immediate and direct feedback, which is described below:

• Engagement survey. Crowe’s engagement survey is created for clients to evaluate our performance, including how we meet value expectations. Clients will be invited to use this tool to provide feedback regarding the services we have provided or are providing to them. The Web-based survey is specific to work we have recently completed to gain immediate, actionable information for continuous performance improvement. This process will help us to understand value from our clients’ perspectives and assists us in building a firm that continues to deliver excellent service and value.
• Issue resolution process. If a client experiences challenges that he or she is unable to resolve with his or her Crowe executive, the client is encouraged to contact our dedicated client feedback manager, Aimee Lucas, at 877.430.3900, or e-mail clientfeedback@crowehorwath.com. Aimee will work with Crowe leaders and the client to understand the issue and quickly resolve the situation while ensuring similar circumstances do not occur again.

• Annual client relationship survey. We will continue our annual process of surveying a sample of clients for detailed feedback to assist us in furthering our understanding of the needs of our clients and ways to meet those needs.