Much of what I’ve written lately has been about using online software tools to prepare your customer satisfaction questionnaire.
But telephone interviews can be conducted using the same principles but adapted to the different medium.
Personally, I’m a fan of conducting short (10 – 12 minute) in-depth telephone interviews when trying to get a read on how clients of a professional services firm are feeling about their supplier. It’s amazing how much you can learn in just a few minutes with a basic set of questions.
Typically, the topics start out at a pretty high level, in a straightforward structure that leaves plenty of time for probing to get to specific issues.
Here’s a set of sample survey questions:
1. What’s gone well over the past year?
a) The technical side of the services (deliverables, analyses, recommendations, reporting, etc.)
b) The ‘service’ side of the services (team work, responsiveness, communication, admin, etc.)
2. What are some suggestions for improvement?
a) Technical side
b) Service side
3. A measure of the client’s willingness to recommend the firm to a colleague. (See sample survey questions elsewhere in this blog.)
4. Ask about their view of the coming year.
a) Will their needs be changing? Is yes, how so?
b) Are there organizational changes that will affect the need for services?
Thank the client and wrap up.
That’s it. The customer satisfaction questionnaire in this case consists of nothing more than pencil and paper and a set of sample survey questions.
These calls take little time to complete and present a minimal burden for the client (this is really important).
Although this is a ‘simple’ technique to implement, the results can easily lead to opportunities to address large and small issues that are keeping clients from recommending you to their colleagues. Identifying and fixing those issues can be one of the fastest ways to energizing growth in your business.
Use a Satisfaction Questionnaire to Understand Your Subscribers
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