Value of Client Satisfaction Surveys


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When was the last time you stepped out of the daily race to get things done, slowed down and had a conversation with your clients? It’s one of those things that we all know holds value, but when push comes to shove, it often gets bumped to the back burner.

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Value of Client Satisfaction Surveys

  1. 1. Value of Client Satisfaction Surveys It’s a Lightning Fast World we Live in; Take Time to Slow…Down…and Connect with Clients When was the last time you stepped out of the daily race to get things done, slowed down and had a conversation with your clients? It’s one of those things that we all know holds value, but when push comes to shove, it often gets bumped to the back burner. Connecting with clients through a formal process or a simple phone call goes a long way to not only strengthen your relationships, but gives you insights into the services you deliver that would likely be hard to learn about otherwise. We recently implemented a client satisfaction survey strategy here at ClearEdge that includes regularly touching base with our clients at various milestones in our relationship. Our client satisfaction effort has been very informative for us. For example, the start of a client relationship can seem overwhelming as we work to learn about the client, their work style and communication preferences. Therefore, one of our survey touch points is specifically designed to make sure our new client is getting the information they need and confirming that deliverables meet expectations. By having this at the start of our relationship, we can make adjustments early on to ensure a positive experience for the client and ClearEdge going forward. If putting a formal system in place isn’t part of your company’s immediate plans, I highly suggest making a list of your clients and calling one per week (or whatever fits best into your schedule). From our experience, a simple phone call to gauge client satisfaction is much appreciated. For clients who are interested in building an extensive client satisfaction survey program, we partner with a company called Inavero. They have a proprietary technology platform to gather and report satisfaction information. In fact, you may have heard of the Best of Staffing award executed by Inavero. Regardless of the format you choose for your client satisfaction efforts, there’s a high probability that you will learn something new or strengthen a connection as a result. Following are the examples of things we have realized at ClearEdge Marketing as a result of our client satisfaction survey efforts: 1. It’s nice to slow down and talk with clients in person now and then. In today’s fast-paced world, so many of us communicate mainly via email. It’s been a treat to talk with clients directly to hear their input on our services and
  2. 2. how we can improve. It’s also a nice opportunity to get to know our clients on a more personal level. 2. Why didn’t we think of that? What a great approach to learn ways we can improve our service delivery. We had one client share an idea with us around our writing process. He suggested we share different writing samples before starting a writing project to give the client a chance to look at styles they prefer and would like for us to follow for their writing. As a result, for those clients who are interested, we have added a step to our content writing process: sharing samples for style and tone. 3. So glad we asked! Sometimes what we think is too much communication is just right. There is often a lot to communicate about and from a project manager’s perspective; it can feel like we are providing too much information. However, when we ask this question to our clients, not one has said that there was too much communication. Now format is another thing – some prefer phone calls and others prefer email for the majority of their communications. Knowing these preferences allows us to customize our approach. Some other compelling reasons to implement even the simplest of client satisfaction surveys: Client Loyalty: When you take time to talk with clients one-on-one or through an online client satisfaction survey, you show that their opinion matters, which ultimately strengthens a client’s loyalty to you. Additional Sales: Client satisfaction surveys give you a chance to ask value-add questions to help improve service. It also allows you a chance to share new developments in your business that might benefit your client. Discovering Trends: What’s happening in the Atlanta IT staffing market? Is there a particular skill set more in demand than another? Carving out time to talk with clients and ask questions is a doable way to add to your knowledge base and keep abreast of the latest happenings. Have you implemented a client satisfaction survey for your company? Please share your experiences!