Understanding how your customers feel about your professional services is essential to improve what you do, and how you do it.
To fully understand your client’s feelings about your work, it’s best to have a mix of open and closed questions, covering the customer journey from the decision to purchase, through perceptions of your final reports.
Open questions unlock vital details
This research comprises 7 open questions, including:
Could you tell me how the (PROJECT) went from your perspective?
Is there anything you expected that we didn’t deliver?
What are your next steps?
How do you plan to use the (RESULTS)?
This feedback will help inform a range of processes including marketing, sales, onboarding and account management. Special attention can be given to areas of business focus, such as the effectiveness of your outputs and systems, your processes and procedures, for example, with invoicing.
This feedback forms a critical part of your business intelligence, and when used in combination with your marketing, sales and service processes will help you develop your business in a way that puts the customer at the heart of what you do.
Scored questions provide measures you can track over time
In combination with these open questions, we’ll ask scored questions, to rate these success factors through your customer’s eyes. Here’s a sample:
Understanding of needs
Communication
Quality
Delivery on time
Tracking these results over time, and benchmarking one customer response against another will help you understand and predict project outcomes and improve the likelihood of customer success.
The report includes analysis and theming of comments, verbatim quotes, and the direction of travel for your scored responses. You will be able to put in service interventions, trigger escalation processes, and evaluate the success of improvement programmes in a measureable and quantifiable way.
Taking results forward
The results from both the open and scored questions are brought together into a report, along with a Net Promoter Score (NPS). This comprehensive customer view is an effective snapshot of client sentiment, and provides a critical voice of the customer to strategic planning and operational improvements.
Interested in client feedback for your business?
Get in touch with Treat today, and we'll work with you to create a customer feedback programme that is sustainable and leads to effective improvements for you and your customers. Contact us at hello@treattorbay.co.uk or ring us at 07513 47231.