Client satisfaction questionaire - surveymonkey?

Client satisfaction questionaire - surveymonkey?

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Hello all.  Happy Friday - and look at the weather!

I'm looking to put in place a system to collect client feedback after every piece of work done for them.  The best, most non-intrusive way forward would seem to be an emailed survey with just 2 or 3 questions.  I often complete these an never begrudge a few seconds' time for giving feedback.

Surveymonkey.com seems to tick all the boxes, and has a low-spec free option. 

Does anyone use surveymonkey?  What other similar services would you recommend?

Thanks,

WS.

Replies (11)

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By JCresswellTax
05th Jul 2013 13:58

I hate them!

Would not be asking clients to complete them - only a few who are really nice people will complete them, the rest will simply ignore!

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By Maslins
05th Jul 2013 14:11

I did this, once.  TBH not

I did this, once.  TBH not really sure what it achieved, other than cause me upset because one user gave really negative feedback...later found out it wasn't even a client just someone who found the link and thought it'd be funny (the survey was anonymous).

Seriously though, what do you hope it'll achieve?  Most clients will just tick the "yes I'm happy" type boxes which will give you a brief smug feeling.  Occasionally one will tick a "I was just about satisfied" or worse, at which point you'll be umming and erring whether to bring it up with the client or just be a bit upset and get on with your life.

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By JCresswellTax
05th Jul 2013 14:05

Exactly

Why not just give the client a call.  Ask how they and their business are doing and if they are happy with the service they receive from you?

The personal touch will go a lot further than a nuisance online survey.

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By ChrisMartin
05th Jul 2013 16:30

I ignore these

So I assume clients would too. I agree with the phone call method. Most clients are nice enough people and don't want to be unpleasant to your face so a few years ago I got a marketing company (who I trusted and liked) to do a survey for me. I warned the clients in advance and as far as I recall they were all happy to take the call and have a chat. I got some really useful feedback from that - the positive stuff is nice but really just reinforces what you already know. The real value is in focussing on the negative stuff and doing something about it. 

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Replying to johngroganjga:
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By andy.partridge
05th Jul 2013 17:24

Like ...

ChrisMartin wrote:

The real value is in focussing on the negative stuff and doing something about it. 

Sacking the whingers?

I think I might struggle not to take the criticism personally and find it quite deflating.

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Mark Lee headshot 2023
By Mark Lee
06th Jul 2013 18:30

What's your objective?

Are you looking for positive testimonials? For a satisfaction score that you shout about and look to constantly edge upwards? Or genuine feedback?

One firm I know sends out a one pager feedback request with every set of accounts or tax return. Every client gets it once a year.

The form makes clear that the firm takes feedback very seriously.

Questions are along the lines of:

- What did you particularly like about the services we provided this year?

- What could we have done differently or better?

- What else would you like us to do for you?

- How would you sum up your feelings about the impact we have had on your business?

 I love this concept as it gathers actionable feedback but also includes genuine testimonials.  The firm in question has a file of these feedback forms in their reception area.

Any client noting anything especially negative gets a call from a senior partner to apologise and to get more info etc. This all evidences the genuineness of the request for feedback.

Anyone worried about negative feedback might like to consider the alternative of not asking to be told about this. Chances are the client will just walk. Feedback can give you a chance to save the relationship.

Mark

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By ShirleyM
06th Jul 2013 19:23

Doubtful use

I'm not sure they work in the manner expressed above.

Most people are nice, and want to be seen as nice. They will write nice things about you, because they are nice people, and don't want to be seen as difficult, or hurt your feelings.

Other people are horrible, and just like to be nasty or hurt other people. I think a survey tells you  more about the types of clients you have, rather than how good your service is.

I did a couple of surveys, and got 100% positive feedback. I don't think we are exceptional at all .... but we do have nice clients :)

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Kevin Salter
By Kevin Salter
07th Jul 2013 08:37

customer feedback

You could try customersure - short sharp and to the point......

http://bit.ly/customer-sure

 

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By Kayte
21st Jul 2013 00:40

SurveyMonkey and Client Feedback Surveys

Hi WS,

My name is Kayte and I work for SurveyMonkey! Thanks for this question; I thought I'd pop in here to send some additional information on the kinds of client/customer feedback surveys you'd have at your fingertips if you do end up going with us for future survey projects. You're right on the money- short online surveys are a very quick and accurate way to gain the data you need for insights on customer satisfaction. It's a great (and fun!) way to help you fine-tune your process and work on future improvements based off of the direct feedback you receive.

Here's a comprehensive resource page the kinds of questions and templates it sounds like you're interested in: http://www.surveymonkey.com/mp/consumer-customer-surveys/

We also offer a number of survey templates, many that are free and are available on our free subscription plan. All questions are certified and written to be bias-free by our in-house team of methodologists. Examples are here: http://www.surveymonkey.com/mp/survey-templates/

Hope this helps and please don't hesitate to let me know if you have any questions! 

Regards,

Kayte

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By zebaa
21st Jul 2013 12:09

I have used it

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I'm involved with a trade organisation and that uses survey monkey. The thought behind it's use is that it offers some insight into peoples current thoughts and may help mobilize opinion on whatever issue is being asked about. It is unlikely the organization will effect any change if the issue is one which no one cares enough about it to answer a few questions. So a negative (no answer) can prove as informative as positive answers.

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By simphe
31st Oct 2013 08:03

Useful for some situations
Hi,

Your decision to use an online survey depends on your client base and what kind of relationship you may have built with them. If for example you only have a small number of clients with whom you meet regularly, then probably there's no need for such a tool. Face to face interactions is undoubtedly the best way to get feedback because there are so many more clues to go on.

On the other hand, if you have a larger number of people to survey then that's often impossible, so online surveys are the easiest way to go. Regarding the quality of the feedback collected, yes people will try to be nice or nasty, and that could skew results. But, regardless of that fact, you can still use the results as a basis for comparison. For example you could get feedback before and then after making a change to your business processes. If the same people are responding, their feedback will change accordingly. If you've used a question type which allows quantifiable results such as a multiple choice 'agree, disagree etc' then you can easily make comparisons.

I work for surveyi.com:
http://www.surveyi.com

We're based in the UK (Cardiff) and provide a toolset which offers those facilities and includes good comparison features. Aside from my obvious bias, I hope the advice I've provided has been useful!

Thanks,
Simon

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