Client Feedback Tool
  • Feedback Action: Be in the Top 3%

    Posted on September 29th, 2011 No comments
    Feedback Action: Be in the Top 3%

    Our research shows fewer than 15% of firms collect feedback regularly.  Forrester researchers indicate fewer than 20% of firms take any action on the feedback they collect.  These indicators suggest only 3% of firms have an effective process to both collect feedback and turn that feedback into action.

    And yet, without action, collecting feedback is really a futile and useless activity.  Turning feedback into action requires a framework and a process to support an effective, simple, feedback collection/response mechanism.

    Our Client Feedback Tool captures and automates the entire feedback process, and is customized for professional services organizations.  The latest release (v4.3) includes new, extended capabilities to confirm your feedback reactions were effective.

    Feedback begins with the questions.  We’ve designed each to be focused, specific, and concise in order to collect clear metrics.  Survey designs must then collect an appropriate number of questions in a relevant manner, so that you only ask the right questions when needed – minimizing wasteful efforts.  Your clients don’t have time to waste, so answering questions that provide them no tangible benefit ultimately discourages their participation.

    When someone responds to a feedback request, action can only happen if someone is alerted to the results.  Particularly for professional services firms, feedback works best in real-time.  Immediately after someone responds, our feedback process alerts everyone who needs the alert, based on what kind of scores were provided.  Don’t limit feedback to just the president or someone in marketing – action happens best when the people doing the work get the feedback.

    Which brings us to the action.  The people taking care of the client – those actually doing the work – must know what the feedback is before they can take any action on it.  The Client Feedback Tool’s real-time alerts link your firm’s team members to the feedback they are responsible for.  Upon reviewing the results, each person can document, within the tool, what their follow-up actions have been or should be.  They may even respond to the client directly from the tool, tracking that response as part of the feedback record.   By responding to the client (in any manner) and logging the response (using the tool), we have demonstrated an 83% reduction in further client-identified problems.

    Now, in the latest version of the Client Feedback Tool, you can take this process one step further, completing the feedback cycle.  Beneath each feedback response you can click one button which initiates another follow-up survey in the future.  By linking these two surveys, you can track your progress and confirm that the actions taken to respond to a client have indeed been successful at better meeting client expectations.

    Demonstrating this simple, systematic feedback process to existing and prospective clients is a great differentiator in the marketplace, and builds trust that you listen, respond, and confirm your processes are the best they can be for each client.

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