that the economic downturn has slowed the overall pace of business activity, owners
have the opportunity to undertake some of these delayed marketing activities.
Satisfied Clients Help Businesses Grow
helpful at any point, evaluating client satisfaction is timely market research
that will yield many benefits...now and in the future.
clients are the foundation of any successful business. Knowing how well you have
satisfied your clients will help you build on this achievement in promoting your
business and attracting new clients.
however, you have not succeeded in satisfying some clients, you can take remedial
action to minimize consequences for your business and prevent similar situations
from occurring in the future.
benefits are not just related to client service issues.
client satisfaction survey allows you the opportunity to reconnect with clients
and enhance your existing relationship with them.
by enhancing your existing relationship, you position yourself to generate more
new business as a result of clients hiring you again and referring others to you.
This new business could arise now...or
later after the economy improves. Provided you keep in touch with clients during
the bad times you can rest assured that they will generate new business for you
during the the good times.
The most effective
way to measure client satisfaction is to survey your clients by means of a written
You can deliver the
questionnaire in person, by regular mail, electronically or some combination of
these formats. Each approach has its own advantages and disadvantages, depending
on you and your clients.
of how you deliver the questionnaire, include an explanation of why you seek your
clients' opinions and instructions for completing and returning the completed
The questionnaire itself
could include questions about...how the client learned about you...your responsiveness
to their issues and concerns... overall level of satisfaction and so on.
While it is reassuring
to find out how well you have satisfied your clients, the survey also points out
how you can improve your services.
might for example discover that individual clients are unhappy about one issue
or another. Take the time to understand your client's concerns and resolve any
issues as effectively as you can.
also possible that several clients raise similar concerns. Obviously you will
want to address these concerns before they jeopardize your business.
your survey will help you learn more about how you do or can serve your clients.
But even it if doesn't, you can take
comfort in the fact that your clients are most likely satisfied with your service.
If they were unhappy, they would probably tell you...perhaps anonymously.
of whether or not your survey stimulates any improvements, by reporting to your
clients...and others..about the results, you have another opportunity to connect
and keep in touch with these people.
that keeping in touch with clients and contacts enhances existing relationships....which
in turn helps generate repeat and referral business.
that not a great value-added benefit of monitoring client satisfaction?
feedback and ideas for improving your client feedback - trial an Australian-built
client satisfaction survey tool:
is an Australian-built online survey tool that is currently used by over 200 Australian
and New Zealand based organisations of all sizes to conduct online customer surveys.
The tool can be used to conduct cost effective satisfaction surveys, regular 'post-service'
feedback surveys, new product feedback, website feedback ... to name a few popular
Please be assured that your correspondence with us is confidential.
We will not divulge email addresses or any other details you provide to outside
complete the form below to arrange your FREE custom-branded customer feedback
survey software demonstration and a PeoplePulse pricing and information sheet.
completing the form below, a PeoplePulse representative
will contact you to discuss your needs and current
situation. From there we will set up your demo
and arrange a suitable time to show the system
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Larry Easto is a best selling business writer, syndicated columnist and author
of 4 e-books about real estate marketing. Visit his website at: http://www.real-estate-marketing-link.info/