Posted on February 24th, 2011 View Comments
Getting rave reviews from your clients feels great! We all enjoy positive feedback, particularly from those you work with closely. However, when designing a feedback process to stay in tune with your clients, too many organizations make the mistake of seeking high scores, rather than actionable information.
If 90% of your feedback comes with top ratings, you may have some great marketing statistics. But, you really haven’t collected data that lets you improve. If almost all your scores are at the top of the scale, you have no way to differentiate which clients are most loyal, and place the highest value on your services. You have no means to capture when something worked especially well, compared to your typical (and still effective) process.
With our Client Feedback Tool, we invested years of research into our patent-pending answering system, based on a self-centering “Met Expectations” sliding scale. While our system provides the same percentage of “low” scores (~4%), only 16% of results fall in the top score category. It’s this downward shift that gives you 400% more information with which to make decisions and improvements. In the cases where you receive “Exceptional” feedback, you can now identify clients that valued your services much more than normal. You can begin to see trends about what sets these situations apart. Once you identify the contributors to these high scores, you can work them into your “typical” processes, enhancing value for all clients.
Suddenly, your high scores give you an opportunity to improve, just as much as your low scores do.
90% thumbs up feels good, but dramatically reduces the useful information you have.
To learn more about our answer scale and how it works, contact us to schedule a demonstration.
Posted on February 4th, 2011 View Comments
We interviewed Cara Phillips of Phillips Architecture about her use of the Client Feedback Tool. Cara is Principal and COO, and has been using the Feedback Tool for four years.