Client surveys

A commitment to listening is nowadays expected of every professional business and knowing how clients perceive the company is the first step to improving performance.  Client surveys have an important part to play.

Client surveys: 

• Reveal generic issues or specific problems that can be put right before clients are lost
• Provide evidence of what the organisation does well - always useful for marketing 
• Help organisations understand the competition and possible barriers to attracting new clients
• Offer an ideal opportunity to communicate with existing and potential clients and reinforce branding
• Facilitate change - it is easier to build a consensus for action if the issue is raised by clients

Some organisations manage customer feedback in-house, but an outside specialist team has many advantages: participants may be more forthcoming; experience allows for more efficient surveys; there may be benchmark data available; and staff will not be sidetracked by other work. 

The end result is a more cost-effective product.