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Does anyone ask for client feedback?

I am considering issuing a client satisfaction survey.

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Does anyone issue client satisfication surveys?  I am interested in hearing how they have worked for you and if you think it is worth doing in order to ensure that you can hold onto clients by offering the best service possible.

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By bernard michael
11th Jul 2017 14:02

Client will normally tell by their absence to another firm or by a bollocking. Does anyone answer truthfully any form of survey eg the recent election ? You are inviting trouble in my opinion

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By Chris Mann
11th Jul 2017 14:49

Yes, seemingly, each and every time I order something, or buy items from B&Q, M&S etc, either the receipt is highlighted with a website I can visit, to provide feedback, or I'm asked to take part in a "quick" questionnaire.
FFS - I have a life away from these retailers etc and, prefer not to spend it, telling all and sundry how great they are.
To answer your query; do a good job, by all means go the extra mile, when you need to but, otherwise, keep your head down and don't keep looking for thanks.

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By ireallyshouldknowthisbut
11th Jul 2017 15:03

Do you have a "leak" problem with clients?

if so speak to the ones going about why. Thats is probably your best feedback.

If you dont, dont worry about.

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Portia profile image
By Portia Nina Levin
11th Jul 2017 15:27

I tend to give clients feedback. A number of them have objected to my language.

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Replying to Portia Nina Levin:
11th Jul 2017 15:40

Akin to report cards:

Writing-still illegible. It is impossible to determine if XXXX understands what he/she is doing, his/her writing continues to be execrable.

Numbers/sums- still has a tendency to transpose digits and has continuing issues with his/her zeros and sixes.

Listening skills- possibly dead between the ears, not sure if anything actually goes in but certainly little evidence from that which comes out..

Another year where XXXX could have done a lot better, whilst he/she is trying it is unfortunate this needs understood in its negative sense.

(Hate to say two of these are paraphrases of actual entries on my report cards back in the day when teachers did not bother sugar coating reality with stock platitudes)

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Replying to Portia Nina Levin:
By Chris Mann
11th Jul 2017 15:46

Now, there's me, thinking that you worked with patients.

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By Alex_T
11th Jul 2017 16:20

My clients are very vocal if they are unhappy. Thankfully these clients are few and far between. I wouldn't invite trouble unless you feel it is absolutely necessary.

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By tonyaustin
18th Jul 2017 11:27

A lot of medium to large firms use these surveys where a large number of staff and partners work on a large number of different clients. If done properly it can work very well. You have to get both the questions right and the response to any criticism right.

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By Emmamay106
18th Jul 2017 11:42

We have a form on our website which pops up once they approve a return/accounts asking for feedback. We find it works well if you keep it short and just ask a couple of questions and let them answer anonymously if they like. One of the questions is "Is there anything we could do to improve our level of service?" Even if they are happy etc, there could be things that can be improved on and clients will value being asked anyway

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Mike Cooper HJS
By mike_uk_1983
19th Jul 2017 09:20

Surely you shouldn't wait for a client to leave to find out they have issues with the services you are supplying. You may think you are offering a great service but if its not the service the clients want then you need to know so you can focus your energies in the right direction. You don't want to become complacent.

I don't see why a survey should be a bad thing as long as it asks the right questions and isn't too time consuming to complete. You also need to treat any negative comments not as criticisms but as ways you can improve. Don't take them personally or to heart.

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