Client satisfaction surveys allow you to collect insights on your performance and better understand your clients’ needs.
- Create short and simple surveys: Your surveys should consist of 3-5 questions. This will improve response-validity and completion rates, whilst reducing drop-out rates.
- Construct smart questions that align with business goals: When designing your question-set it is important to only ask questions that fulfil your business goals. Only then will you improve performance.
- Communicate how you will add value: You should explain to your clients why you are sending out the surveys, the benefits and the simplicity of the process and your desire to listen and act upon their feedback to make mutually beneficial improvements.
- Strategically position your surveys: Educate your client around why you’re sending it, and highlight the organisational benefits. This will improve engagement
- Consider frequency: By adopting our Engagement See-Saw model, you will be able to achieve a fine balance between the needs of your company and the needs of your client.
- Respond to everyone: Failure to action feedback or reply to helpful comments will disengage your clients. Ensure you act immediately on any replies that require your attention.
To read the full article click here.