Clients’ satisfaction survey

KEY POINTS
> Confidentiality
> Satisfaction criteria (level of importance, level of performance)
> Overall satisfaction
> Perception of the firm (differentiating factors, weaknesses, competitive positioning, quality of service…)
> Using results to actually improve quality of services and client relationship

WHAT HAS TO BE DONE
> Frame survey’s objectives
> Conduct a quantitative survey as to determine main trends
> Conduct a qualitative survey as to deepen understanding and validate quantitative analysis
> Prioritize results and recommendations
> Define an action plan
> Implement recommendations
> Provide clients with feedback

RISKS
> Wrong targeting of interviewed clients (e.g.: interviewing only « friends » clients)
> Aiming at measuring too many indicators
> A low response rate
> Lack of involvement by Partners/Managing Directors
> Partners/Managing Directors not « buying-in » results and recommendations
> Generating expectations from clients and not acting on it

DELIVERABLES
> Survey report
> Quantitative results and statistical analysis
> Qualitative results and verbatim
> « Importance vs. Performance » matrix
> Recommendations and action plan
> Presenting survey to partners