I just sent my client feedback requests, have rec'd two back already
I like to keep in touch with where my clients are in terms of their expectations of me, their feelings about the working relationship as well as my fees.
This time around I asked the following questions (I included a question about office based services as we're going to be Stateside, we can possibly expand to offer this kind of thing.).
One other thing about these questions, it gives me overall feedback, but the questions about 'what else would you like to learn', etc. also clues me in to any other services my client is interested in incorporating into our existing work.
I now have two new major projects to pursue for my clients, starting with research all the way through to completion. Not a bad result from a few little questions.
To thank my clients for taking the time to fill these out I give them a $10 credit on their next invoice.
It's also a great place to pull out the perfect testimonial (just be sure to ask before publishing somewhere!
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-Do you feel that your work requests and other queries are addressed in a timely, friendly, professional manner?
-Do you feel that we are readily available when you need us?
-Do you feel that the level of expertise you are offered makes a difference in and helps facilitate your own success?
-Are you learning more about the internet, websites, or other IT related topics through working with us?
-(Relative to above) Is there anything you'd like to learn more about?
-If you are a client utilizing our Virtual Assistance services - please describe what your expectations have been of your VA and how those have been met and/or not.
-If you are a client utilizing our custom programming and design services - please describe what your expectations have been of your designer/coder and how those have been met and/or not.
-Are there any office-related services you wish we offered? (ie - phones/answering service, postal mail, paper-pushing [bookkeeping, filing and storage, etc.])
-Do you feel that your invoices and billing terms are fair, accurate, and manageable?
-Are you getting your money's worth (ie - cost of service relative to value)?
(1-10 - 1 being -, 10 being +)
-On a scale of 1-10 how reliable do you feel we are?
-On a scale of 1-10 how much do you trust the decisions we make related to your website and/or other business related issues (that we have direct access to and impact on.) (Relative to this, are you comfortable with this process as-is or do you require more or less communication?)
-On a scale of 1-10 do you feel the need to 'check in' to make sure things have been done right?
-On a scale of 1-10 how would you compare your working relationship with us with that of other service providers (in any industry)
-On a scale of 1-10, what is your overall experience with us thus far?
-Is there anything else you'd like to share with us, request of us, or let us know about? (Good or bad, we sincerely want to hear it! : )