What is the best way to know what your clients really think about you?
The answer: Ask them!
Creating a survey through SurveyMonkey or a similar survey service is the first step. Clients are more likely to give honest feedback about your company anonymously through an online survey than over the phone or in person.
Ask the right questions to get the most authentic answers.
1. How satisfied or dissatisfied are you with our company?
Right off the bat, this will give you a clear understanding of how the respondent feels about your company. When framing this question, be sure to provide a clear scale with a middle value:
- Very Satisfied
- Somewhat Satisfied
- Somewhat Dissatisfied
- Very Dissatisfied
As an organization, you stand to gain just as much value from negative responses as positive responses.
2. How responsive has our company been in answering your questions?
No one wants to be left hanging. Responding to questions asked via email or phone call as soon as possible is key to making sure that the client does not look elsewhere for answers.
3. How knowledgeable did our team seem to you?
Clients want to feel secure with your organization, and know that they have experts taking care of them. This reinforces trust between your organization and your client.
4. How helpful was our team?
Clients want to be heard and supported as soon as possible. If an issue arises and you are able to help them resolve it, that adds value to your organization and builds on the trust in your relationship with the client.
5. How likely are you to recommend our company to someone?
The more recommendations you receive, the more business comes through your door. Word-of-mouth referrals can be a large, free source of new clients, which is important to keeping any organization running.
6. What changes, if any, would you like to see our company make?
Allow respondents to write out specific fixes they would like to see that they were not able to address in the previous questions. Continually improve your organization’s standards by taking these recommendations into consideration.
7. Why did you answer this way?
Tack this on after each question so you can receive specific feedback and reasons. Knowing that you were helpful to a client is only half of the question. Understanding “why” will allow you to make tactical business decisions in the future.
Take a look at our blog for more industry insights and information!