FEEDBACK 101  
The importance of the questions

Great questions are comfortable to answer, easy to understand, and concise. Since asking for feedback is about the CLIENT and not about YOU, great questions should also allow you to take a specific action that will benefit the client. When asking for feedback, your questions should be specific to the work just completed and remain objective.

How to ask What to ask
Follow up what to ask
As you create your feedback process, Client Feedback Tool will work with you to ensure the questions you ask get the results you want. We have more than 200 pre-built templates and will work with you to customize templates for your particular  feedback goals. The questions in each template are easy to answer and focused on the process.

 

Our years of research have shown there are six (6) categories that will allow clients to share their preferences with your firm. These categories relate to your clients' deliverables and/or relationship expectations. Each survey template gives you information on how your process is meeting one or more of these client expectations. The trends associated with the data captured, can help you align staff with what they do really well.
   
When to ask Choosing your scale
When to ask choose scale
When should you ask your clients for feedback? Research shows that your response rate from clients remains high when you send them 8 or more surveys each year. Each firm has its own culture but we recommend you send a feedback survey after any 'trigger' or 'deliverable' event such as submitting an RFP, a milestone meeting, scheduled plan submittals, etc. This gives your client the opportunity to let you know how they like your process and gives you the chance to adjust.

 

When you ask your clients for feedback, do you just want a pat on the back or are you looking for an opportunity to improve your service to that client. Some traditional feedback scales set up a pass/fail scenario that may make your clients uncomfortable and certainly don't give you any information on your client's preferences and how you can serve them better. Our patented scale starts at 'Met Expectations' and allows the client to 'nudge' the scale in either direction. Did you know - the majority of all feedback received is positive!
   
Review & Follow-up Net Promoter Score
Review data group figures w bubbles

Remember, feedback is about CLIENT preferences, not about YOU. It identifies when a gap in expectations exists. The individuals sending the surveys (and firm leadership) will have the ability to view all of the feedback results or set high/low score alerts. Project Managers can review the results through a variety of different report mechanisms. Additionally, by setting alerts, they will be aware of situations that may require immediate action.

 

Professional service firms rely on referrals and recommendations. The Net Promoter Score (NPS) is the magic number that answers the question, "how likely are you to refer us to a colleague". Your NPS tells you what you are doing really well (and what services might need to be improved). Client Feedback Tool has integrated the ability to measure your NPS as part of our process. Let us This email address is being protected from spambots. You need JavaScript enabled to view it. you what your peers have discovered about the benefits of knowing their Net Promoter Score. 

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