Client Feedback Process

Are your clients delighted with your service?

In the age of ever increasing client demands it is more important than ever to make sure that you are aiming for more than ‘customer satisfaction’. Like it or not your clients are the ones that are able to either build or damage your reputation, through their conversations with other businesses at networking and or training events, or even down the pub with their friends.

It is well reported that it costs far more in terms of time and effort to win a new client than it does to retain an existing one, but when was the last time that you invited your clients to give you feedback?

If it is more than 12 months since you asked then that is too long ago.

If you don’t ask for feedback, then you might never know the niggles that your clients have until another firm  or someone acting on their behalf approaches them and does ask because they are looking for a way in to sell to them.  Only when they leave you will you find out that they were unhappy.

20 Shocking Customer Service Facts and Statistics [Inforgraphic from Provide Support]

The graphic on the left from: www.providesupport.com   shows some of the reasons why we have launched our Client Delight feedback process.  It starts with your external clients in other words the clients that buy from you and you can choose the package that suits you best.

 

External Client Feedback

Survey 20 of your top clients – £2,350+vat 

 

  • An email survey sent out to 20 clients with an optional box to request a more detailed conversation
  • Detailed conversation with up to 10 clients
  • A meeting with SMART to review your results
  • A written report outlining results

 

Survey a cross section of up to 40 of your clients – £3,490+vat

 

  • An email survey sent out to 40 of your clients with an optional box to request a more detailed conversation
  • Detailed conversation with up to 20 clients
  • A meeting with SMART to review your results
  • A written report outlining results

 

It is also important not to forget your internal customers, namely your team, as their view of the service your firm offers is also relevant as they are the ones that are delivering it. Therefore there is a package to find out what they think too.

 

Internal Client Feedback

In depth feedback from your employees – price based on number of employees

 

  • An email survey sent out to everyone
  • A face to face team feedback session to go through the survey results and expand on any points raise
  • A meeting with SMART to review your results
  • A written report outlining results

We are so passionate about this aspect of the process that when you buy both the internal clients package alongside an external one then we will offer you 10% off it’s price which if you have a large team can work out at a significant discount.

 

Avoid losing another unhappy customer and fill in the form below now.

 

 

 

 

 

 

 

 

Customer Delight Process

Yes please I want you to ask my customers for feedback