Forum Discussion
Customer Satisfaction Surveys?
Hi Tammy! This is a great idea and I like your survey. I tried a year ago to do something similar with less success than I would have liked. I have two new clients now -- we're just past the Statement of Work phase -- and I'm telling them up front, in the SOW, that halfway through I'll request a performance review. Then I've got a chance to improve while I'm still working with that client. I'll ask for another review or post mortem when the project is complete.
I think asking up front is important to give them a chance to monitor my performance as we work together and then the review isn't such a surprise. It also holds me accountable for really excellent customer service and I think they know that!
The other thing I'd like to request is referrals. If they like what I'm doing, can they introduce me to two other people, either inside or outside their organization. Have you ever tried this?
Have you asked clients to use your survey yet? How did it go over? I'll keep you posted on how mine works this time around! Thanks for your questions!
Hi Jane,
I have not used mine yet. As you suggested, I wasn't sure how well it might go over with them without any up-front mention of it. I really love your idea of getting it on the table during the SOW conversation AND getting feedback mid-way as well as post project. I've never tried to request referrals in that way either, but it sounds like an awesome idea! I think I'll get the ball rolling with all of this before I take on any new work.