How to Make a Client-Satisfaction Survey Pay Off
This clip offers six best practices for client-satisfaction interviews and surveys. Doug Stern outlines how to get the most out of your investment–and how to really set yourself apart.
This clip goes with the on-line article first published by MarketingProfs.com, March 27, 2007: http://xrl.us/ClientSatisfactionSurveyPayOff.
Here, in case you’re interested, is how the MarketingProfs.com article begins:
Virtually all top-tier professional service firms make the same boasts. “We have the best lawyers/engineers/architects/physicians, who went to the best schools and deliver the best product, service or counsel.
“And, we care the most about our clients.”
Talk is cheap. How do they demonstrate, not merely assert, that they place a premium on customer service, one that sets them apart from other practices?
There are, of course, hundreds of ways, big and small, to be tangible. Businesses send out holiday cards and gifts, conduct client-bonding events, and the like.
Some even dare to systematically ask their key clients “How is our service? Are you satisfied?” Even fewer then tell these clients, prospective clients, other providers, and the world how their clients responded.
These bravest ones have discovered the risks and rewards of the client satisfaction survey. Here’s how the smart ones manage.
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