Description
Modules
Client Satisfaction Surveys
Client Satisfaction Surveys includes how to compile questionnaires, identify key areas of interest, tailor questions & score results.
Although client satisfaction surveys primarily relate to work/service contracts and recruitment/contract agencies, the content of this module can easily be modified to accommodate product suppliers.
As client satisfaction surveys are a crucial component when evaluating supplier performance, they require significant thought and preparation. Ideally, you will survey the same areas at least once a year so that you can monitor trends as well as receiving a snapshot of client satisfaction, although it may take a few attempts to refine survey questionnaires.
However, there is a great potential danger in surveys being too long and putting recipients off or people leaving it until they have more time and then never getting round to it! Tailoring concise questions appropriate for your target recipients is vital.
So, you really need to focus on those aspects which will enable you to measure satisfaction against your key criteria which should always include business relationship, deliverables/outputs/services/people/products & teamwork. Other key areas may include performance of the account manager, whether the client culture is understood & respected and whether your own company’s values & ethos are compatible with the client.
Total Checks & Tips: 116
“client feedback is a crucial external component whenever evaluating performance”
