Client Survey Feedbacks - Virtual Assistant Forums

StephanieP · #1 (**permalink**) 04-13-2008

I'm curious in finding out if anyone uses client feedback surveys and how you implement them. Even though I'll be in business for myself I would still like to have yearly "appraisals" so that I can track how I'm doing and what I need to do better or differently. I was thinking that, for retainer clients, I would ask them to fill out a feedback survey on the 3rd, 6th, and 12th month of the first year and then yearly thereafter. For clients that only need me temporarily or for a project every now and then, I would ask them to complete one at the end of the project (sort of like an exit interview). I could also put a space in there for any comments they'd like to make and ask them at that time if I could use their comment on my website and any printed material as a testimonial.

My thought is that there are some things that clients may not mention unless asked so this will give them the opportunity to think about it and do so. Also, I'm wondering how likely it is that a client will actually to take a few minutes to fill it out honestly and openly? Is there anything you do to increase this likelihood?

tildavirtual · #2 (**permalink**) 04-14-2008

Hi Stephanie

What a great question. At the end of last year I sent out feedback forms to all clients past and present and was pleasantly surprised by the results. I also used the opportunity to obtain testimonials which have subsequently been added to my website. I also use the testimonials throughout my marketing materials.

My plan is to send it at the end of a project or at the end of each calendar year. The information I received is priceless and has helped me make decisions regarding my business and its internal systems.

Next time, I'll use a web app like survey monkey to make it easier for clients to return the feedback form.

StephanieP · #3 (**permalink**) 04-15-2008

Thanks for the feedback, Kylie. One great thing about this forum is that we all have so many great ideas floating around in our heads and just need some outside help to figure out the best way to go about what we want to do.

Tess · #4 (**permalink**) 04-15-2008

Hi Stephanie

I send out client feedback questions once in a while - haven't done so for a few months at least but mine is more a casual request for replies in certain areas of our relationship, the services provided, etc. I also use the opportunity to ask clients if they feel they're learning from us and if there's anything new they're interested in learning but haven't gotten into yet - we strongly believe in empowering our clients with knowledge (at least to the degree they wish to receive it

) and so this is an important part of the questions we send out.

Our clients are great about answering but to make it more fun for them we say 'for a change, we'll pay you!' and gift $X off the next invoice for every survey returned by X date.