The only measure of service that
matters is your client’s perception.
Period.
The experience of working with you will either:
•
encourage rave reviews and liberal recommendations
•
leave the client quiet, or
•
result in dissatisfaction
Clients do appreciate opportunities to express their opinions
about service. Client retention increases when you seek
their feedback regularly.
So, whether done in person, by phone, or by survey, ask for their feedback often!
Our expertise in CPA and law firm client relations has
fueled development of multi-dimensional surveys which
cover virtually
every aspect of service and experience measurement. To
include every good question we have would be too cumbersome
for clients, so we work with you to understand your survey
purpose; help you select the most appropriate questions
from our “library”; and decide what method
of delivery (print or e-mail) is most appropriate for your
clients.
Our process makes it very easy for you. And it’s
affordable with flat fee pricing.
Why Use a 3rd Party
•
Our surveys are well-crafted. Surveying effectively is
an art. We know how to phrase questions to avoid bias and
invite useful feedback.
•
Our response rate is usually over 50%, higher than the
industry average of 20-30% because our written surveys are user-friendly
and not overwhelmingly long.
•
Clients are most candid when surveys are submitted to an
independent 3rd party.
•
Credibility of results is enhanced when compiled through
an independent evaluation process.
•
Save yourself from the tedious chore of tabulating and
interpreting survey responses. We provide all tabulation
services and an executive summary. Deeper levels of interpretation
are also available.
•
Potential benchmarking against other firms’ scores
on common questions.
•
We can implement now, or customize very quickly.
What You’ll Get
• Distribution: your surveys can be distributed by your firm
(to save $) or
How to Leverage Your Survey
Results
Use your cumulative survey scores to differentiate your
firm. Sharing scores and summary information in proposals,
on your web site, or in other printed materials substantiates
your claims about adding value, performing excellent
work, and delivering beyond client expectations.
Use survey results as a benchmark for continuous improvement.
Instead of measuring your firm against other firms, apply
your energy toward “outdoing” your prior year
scores. This is a great way both to build your team and
to develop firm members’ accountability for individual
performance.
Making the Most of Your
Survey
•
Learn about service issues early so you can take action
before it’s too late.
• Slice & dice results to compare between industries served,
practice areas/departments and/or among clients managed
by different partners.
•
Identify which personnel aren’t a fit with clients
and adjust job staffing accordingly.
• Promote your results! Clients and local press will probably
find aspects of your survey worthy of note.
• Cite statistics/comments in proposals and marketing materials
to:
o illustrate your perceived value proposition
o support your service level claims
o demonstrate continuous improvement
