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Client satisfaction should be central to any firm. After all, it takes much less energy to retain a client than to develop a new one. Utilizing client surveys can be a great method to gather invaluable data about your firm's performance, identify strengths and shortcomings and find new ways to improve your marketing.
Whether it's a simple online questionnaire, a lost client survey, or a formal focus group, client surveys can help you understand clients' feelings and concerns and make sure you are excelling in the areas that matter most to clients.
Form: Putting Together a Client Survey
Just what form your survey takes will depend on your particular needs and the amount of time and resources you are willing to invest in gathering feedback. Here's some common ways surveys may be conducted:
Substance: What to Ask Your Clients
What you ask will depend on what you want to know. General questions regarding clients' impression of the firm, satisfaction, and suggestions for improvement can be helpful. However, you may want to focus on more specific questions as well. For example, you may focus on lost clients, asking them why they have left, if they have found a replacement, and what they would need to return.
Whatever you do, the information only useful if acted upon, so take your survey answers to heart as and consider what changes might be necessary based on the responses received.