If you run your own business, you understand the importance of satisfying the needs of your clientele. The overall goal is to meet the expectations of your clients in order to sustain long-term relationships where one benefits the other.
But how do you know if you are meeting these expectations?
Conducting client feedback surveys is crucial in managing client satisfaction, retention, loyalty and improving your service offering.
Here are three reasons why customer feedback is so important.:
1. Improving your service offering
Customer feedback provides insight into what is working well about your service and what should be done to make the experience better.
To further align your service offering with the needs of your client, conduct a series of client check-ins and/or surveys to ensure you are meeting every single one of your client’s expectations and needs. You never know when a clients’ feedback helps ignite a new business idea.
2. Valuing the opinion of your clients
By asking your clients for feedback you communicate that their opinion is important to you. Today’s marketing is heavily based on experiences people have with a service provider. You want your clients to have a positive experience with your brand and if there is an issue you should value their opinion and act on their feedback.
3. Customer feedback communicates customer satisfaction
Many studies show that there is a close connection between client satisfaction and business performance. The happier your clients are will usually lead to improved productivity of your teams and overall performance of your business.
What is ESV Doing?
At ESV, we understand the importance of client feedback. During our last round of client surveys for our audit clients, 100% of our clients surveyed would recommend ESV’s audit services.
However, we also uncovered opportunities to do better. For example, some clients didn’t like our DropBox solution for sharing data during an audit engagement, so we have searched for the best solution and have now rolled out the ESV Audit Dashboard which will address these issues. The ESV Audit Dashboard will assist with the project management and flow of information.
To further expand our client feedback programme we will be conducting a series of client check-ins across our compliance and advisory clients. A number of randomly selected clients will be contacted over the coming months to see how we are really doing. Calls are made with an independent person who is not involved with the client to ensure honesty and transparency in this process.
If you would like to share your experience with ESV please don’t hesitate to email marketing@esvgroup.com.au or phone 02 9283 1666. We want to know how we are doing and learn if there are areas for improvement.
