Client Feedback Tool
  • Version 6.9 Released May 14, 2013

    Posted on May 17th, 2013 Matt No comments

    Release 6.9 of the Client Feedback Tool includes dozens of enhancements and improvements. I will summarize some of the most significant and readily apparent changes below. Many other improvements were added that fixed or modified issues ranging from a misspelling to browser display issues and will not be discussed in-depth.

    1. New reminders to follow up low scores

    Follow-up reminders are now available to remind you to follow up on any low scores you may have forgotten to address. Go to PREFERENCES> Set Preferences. Click on Alerts in the Feedback Settings tab. Check the box labeled ‘Remind of  follow-up to low scoring feedback.’ If you receive a survey response below your low-score threshold, and no follow-up is documented, a week later we will send you a reminder. Project and firm managers can also set reminders regarding follow-up to project and firm surveys, as applicable.

    2. Protect against duplicate take-survey reminders

    For your convenience, the Tool now has additional functionality to help prevent your recipients from receiving confusing multiple survey reminders. On the ‘Modify a survey sent’ screen, if you attempt to send a survey reminder to a recipient who was already scheduled to receive an automatic reminder, the Tool will tell you that an automatic reminder is scheduled. You can then choose to send both reminders, cancel the automatic one, or cancel (close) the manual one.

    Note: Typically you decide whether to send automatic reminders when you send a survey.

    3. New quick-link to Ultimate Question information

    You will find a new link on the Net Promoter Score (NPS) report (REVIEW FEEDBACK > Net Promoter Score). This link, ‘More Information about NPS,’ is just below the graph. Click the link to open a new window to our blog site and learn more about the Ultimate Question and your Net Promoter Score.

    4. Convenient links to additional data in basic reports

    On many reports, you will see more new underlined links that provide additional details regarding projects, recipients, and senders. One example: On your REVIEW FEEDBACK > Surveys sent screen, notice how the project names in the first column are underlined. If you click on a project name, a new modal opens to display additional information regarding that project, such as Question Category Average Scores in the Last 90 days and 360 days. You can also see how many survey Invitations and Replies have occurred in the Past 90/360 days.

    5. New ‘Survey’ report filter

    You can now filter your reports by Survey Template/ID in addition to the numerous other filters already offered. You can find this multiple-select basic filter on many REVIEW FEEDBACK reports, on the left side of the ribbon.

    6. DesignFacilitator is becoming the Client Feedback Tool

    DesignFacilitator’s Client Feedback Tool was originally conceived as a powerful tool for the exclusive use of design professionals – architects, engineers, interior designers, etc. However, over the years we found that many non-design service professionals— government, legal, construction— appreciate the simplicity and power of the Tool and value its reports. Consequently, we are transitioning our branding to simply the Client Feedback Tool. This transition requires no changes or action on your part. Both www.clientfeedbacktool.com and www.designfacilitator.com take you to the site.

    7. Firm Administrators (FA): Present tense answer scale added

    Previously, the Client Feedback Tool presented survey questions only in the past tense (Met Expectations, not Meets Expectations). Many of you have requested an occasional present tense survey question. The Client Feedback Tool sliding answer scale now supports this. The survey recipient will see the present tense answer choices when he/she is taking the survey. However, your report scales will continue to display in the past tense since the overwhelming majority of questions are worded as such.

    8. Firm Administrators can edit all member preferences

    An FA can provide enhanced service to all firm members. In MY FIRM > Users/Security > (member) Edit, you can edit management permissions, on-behalf-of permissions, and modify members’ preferences. Now an FA can even edit Firm Event alerts and permissions for a Firm Manager. This can be especially useful when adding new members— because sometimes with new experiences “It’s just faster to do it than to explain it.”

    9. Improved adding/importing

    We have improved the functionality when adding/importing contact or project data. Where appropriate, you can now merge new and existing company types and update project information while you are adding/importing the data.

  • Top 10 Feedback Techniques for Project Delivery

    Posted on May 13th, 2013 Ryan Suydam No comments

    Project delivery is all about taking an idea from concept through to production. Firms want their projects completed in the fastest and most cost-efficient manner possible, all without sacrificing quality. Incorporating feedback into a firm’s process helps the team perform at their best, while the very act of asking for feedback shows clients proactive and professional care. To help jump start your client feedback process, we’ve listed the top 10 feedback techniques to facilitate project delivery.

    1. Make it Comfortable.
    When requesting feedback make sure the process is comfortable to use for all parties. The more comfortable the process, the more likely both parties are to participate. A comfortable process means clients will not feel put on the spot and concerned about a confrontation. Focus questions on processes, not personalities, and offer a flexible answer scale to capture subtle nuances of perceptions.

    2. Create Actionable Results.
    An effective feedback technique requires data to enable follow-up. Be sure you are asking questions that allow you to retrieve measurable, actionable data. If the questions are too vague or too open ended, you won’t have the information that you need to take action.

    3. Process Focused.
    The questions asked should be about process rather than people or products. We aren’t looking to find out how well the client “liked” us, but rather where our process is working great and where it might need some improvement.

    4. Go Beyond Satisfaction.
    Ask your clients questions focused on their expectations, instead of their satisfaction, because satisfaction is the expected norm. The client’s perception of how you performed compared to their expectations is the key to knowing where to improve your project delivery process. Additionally, you’ll find 500% more exceptionally positive feedback than you will challenging feedback – and we all love to discover good news.

    5. Reduce Liability.
    When asking for feedback, focus on questions that can reduce liability and encourage positive outcomes. Just by asking for feedback throughout a project, you are creating a record of the service perceptions all along the way, reducing the chance of a lawsuit and increasing your ability to meet their needs. Feedback helps keep you and your client aligned on a common goal – a successful project outcome.

    6. Don’t Wait.
    Collect feedback throughout the project, not just at the end – when it’s too late to improve that project. Response rates are highest when the client senses his feedback might improve the project outcome. Once the project is over, the incentive to respond is gone.

    7. Make it Trackable.
    Tracking feedback responses isn’t complicated, but making sure everyone on your team gets the feedback they need, reviews it, and takes appropriate action can be much more challenging. Deploy good tools to capture who is asking for feedback, who’s responding, and who takes what action on each critical response.

    8. Use Instant Alerts.
    Collect feedback in a way that you can be instantly alerted to new feedback and drive real-time follow-up.  A good system will establish score thresholds that indicate, in real-time, when follow-up is required for exceptional circumstances. Make sure the right people are alerted so nothing falls through the cracks.

    9. Keep the Client First.
    Structure your feedback techniques so that it is quick and easy for the client to give you feedback. Don’t waste their time with long surveys or questions with answers that only matter to you.  Response rates are higher with multiple short surveys over a period of time, than with one or two long surveys sent less frequently.

    10. Follow up.
    Don’t neglect the follow up! A survey should always start a conversation, not replace one. Typically, follow-up is simply a personal acknowledgement that you saw and read the response. However, if any special situations were noted (either in scores or comments) be sure you open a dialogue to show how the feedback will change the process and project going forward.

    Each of these feedback techniques focus on a deliberate approach to your feedback collection efforts. Set your goals to collect actionable feedback in way that is easy for the client. Make understanding the results and following up easy for you too. See feedback as the opportunity that it is to improve your process, reduce your liability and become your client’s expert.