Are you Giving your Clients What They Want? 4 Tips for Writing an Effective Client Satisfaction Survey

As you know, gauging customer satisfaction, measuring to what extent your firm has met customer expectations, and using feedback for improvements are all essential to growing your practice. One of the most effective ways to determine what you are doing right and where you can improve is by surveying your clients. Through surveys you can seek to answer a variety of questions – Are you providing them with the information they want? Are your clients satisfied with your customer service? What additional services can you provide to meet their needs? To get you started, here are some tips for writing an effective client satisfaction survey:

Determine the objective of your survey.
Be clear about the ultimate goal of your survey and keep this goal in mind when constructing questions. What are you trying to measure? Do you want to measure client satisfaction? How will you implement changes in your practice based on respondent feedback? Keep your survey’s purpose in mind when you formulate questions and you will end up with clear, concise results.

Construct brief and easily understood questions. Respondents should be able to understand and answer every question. Be sure that only one question is asked at a time and can be understood with minimal effort. You will get the highest response rate with well-written, to-the-point questions that are relevant to the survey’s purpose.

Each survey you create should have a logical flow.

  • Introduce your company and the purpose of the survey. This can be done in an introductory paragraph. It is often effective to offer respondents a gift for completing your survey or a summary of the survey results– if you choose to do this, introduce the incentive now.

  • Create opening questions that are easy and require simple responses. These questions will reinforce what you already stated as the purpose of the survey and should engage the respondent so they will continue to take the survey.

  • Carefully place sensitive questions. Questions that require thoughtful answers are best kept for the middle or end of a survey, when respondents have developed confidence in the survey’s purpose and integrity.

  • Close the survey with a thank you page. If you chose to offer respondents who completed the survey a gift or the survey results, ask for their name and contact information here. Provide your contact information and invite them to contact you with any questions or concerns.

Analyze the results. You worked hard to create and distribute your survey – now put the data to good use! Survey tools, like Survey Monkey and Qualtrics, have built-in features to help you analyze the information you have gathered. Compiled results will help you improve your business, allow you to keep current clients happy by showing that you value their feedback, and help you identify things that are working and things that should be changed.  

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