Client satisfaction feedback is critical if we are to improve the weaknesses in our client servicing, while continuing to build-on our strengths. We need to remember client service is about what the client of our service thinks, not what we think. What the clients actually think is critically important, because without them we don’t have a business.
‘Client satisfaction data are amongst the most frequently collected indicators of market perceptions. Their principal use is twofold:
- Within companies they focus employees on the importance of client satisfaction in the delivery of the company’s goods and services.
- Satisfaction is the best indicator of how likely it is that the company’s customers will make further purchases in the future, or recommend friends to make purchases.
Client satisfaction feedback can be easily and cheaply gathered by directing clients to the business’s on-line 10 question client satisfaction evaluation form.
You should encourage your clients to provide feedback on your products and services, as this is the fastest way to improve your business, increase client satisfaction and retention, and grow your business.