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Client satisfaction audits

DO YOU REALLY, REALLY KNOW WHAT YOUR CLIENTS ARE THINKING?

  • Do you know how happy your clients are with the service you provide?
  • Do you ever wonder why clients suddenly announce they are reviewing your contract?
  • Do you regularly ask your clients what it is that you do well and what you could do better?
  • And do you ask this question not just of your day-to-day contact but the person who provides the budget?
Audits

In our experience, many agencies pay lip service to client satisfaction. They judge it on ‘gut feel’ or through on-line surveys which provide an average score without really identifying areas of weakness or threat.

We help to answer the above questions through independent telephone surveys that enable you to:

  • Understand what your clients love about you and what needs to improve
  • Explore specific client/team relationships, identifying your star performers and those who need some help
  • Ascertain any services the client doesn’t currently buy from you that could create opportunities for new business and organic growth

And on occasions, we’ve helped to save relationships almost at the point of no return; sometimes the chance to vent a frustration is easier with an independent person than with the supplier.

Carried out by ex-journalists, the interviews are based on an agreed set of questions but are conducted free-form so that we can really understand the state of the relationship.

Interviews typically take 15 to 20 minutes and are followed by a 3 to 4-page report, recording the highlights.

So, here’s that question again. Do you really, really know what your clients are thinking? If you’re not sure, then let us find out for you.