Posted on May 20th, 2009 View Comments
Focusing on the benefits of client feedback, the May 18th, 2009 issue of The Zweig Letter profiled our Client Feedback Tool. Under the heading “The Power of the Survey:”
Mike Phillips, president and founder of Phillips Architecture, PA (Raleigh, NC), a 30-person architecture firm, has developed an electronic survey to keep track of quality issues at all stages during a project.
The survey includes six process-oriented questions, such as “How well does our firm’s process assist you in managing your project schedule.” The firm takes data compiled from the survey and presents it to clients, and answers are scaled relative to client expectations, Phillips says.
“We help solve our client’s problems with their projects,” he says. “Our sense is that the downturn in the market affects our clients more than us, and is a tremendous opportunity to show them that we can help.”
To view the entire newsletter, please visit The Zweig Letter.