A process for enhancing the relationship between a service provider and a client is disclosed. A first data set of feedback from employees of the service provider regarding service provided by the service provider to the client is received via machine interface. A second data set of feedback from a client regarding services provided by the service provider to the client also is received via machine interface. An analysis of the first and second data sets is implemented via a computer programmed to compare the first and second data sets and assess areas of similarity and areas of difference between the first and second data sets. A strategy is developed based on the analysis for the service provider to enhance areas of similarity and reduce differences between the first and second data sets. The strategy is implemented in the relationship between the service provider and the client.