Client Satisfaction Survey Template by katrinagolden

VIEWS: 2,412 PAGES: 4

									Client Satisfaction Survey
[Firm Name]
[Date]

The questions below concern the services [Firm Name] have provided you.
So that we might improve our overall relationship and better serve you,
we are asking you to candidly answer these questions. Thank you in
advance for your time and candor.

Rating Scale:
Please rate each of the following performance areas twice, circling a
ranking of 1 (lowest) through 5 (highest) to indicate:

a) the importance of the performance area to you; and
b) your satisfaction with [Firm Name]’s performance in this area.

If you feel that a performance area does not apply to your situation,
please circle N/A for the area and move to the next one.




Performance Area         How I rate this performance area in terms of:
                         a) Its importance to     b) My satisfaction
                         me as a client           with [Firm Name]

Responsiveness

Available and            1     2      3       4   1    2      3          4
accessible               5    N/A                 5   N/A

Returns phone calls      1     2      3       4   1    2      3          4
promptly                 5    N/A                 5   N/A

Sets and meets           1     2      3       4   1    2      3          4
concrete deadlines       5    N/A                 5   N/A

Identifies and
resolves technical and   1     2      3       4   1    2      3          4
service issues in a      5    N/A                 5   N/A
timely fashion

Responds with a sense    1     2      3       4   1    2      3          4
of urgency               5    N/A                 5   N/A
                         1     2      3       4   1    2      3          4
Anticipates my needs     5    N/A                 5   N/A
Performance Area         How I rate this performance area in terms of:
                         a) Its importance to     b) My satisfaction
                         me as a client           with [Firm Name]

Work Product
Understands my
business and the         1     2      3       4   1    2      3          4
forces that affect it    5    N/A                 5   N/A

Consistent delivery of   1     2      3       4   1    2      3          4
quality work product     5    N/A                 5   N/A

Provides thoughtful,     1     2      3       4   1    2      3          4
responsive advice        5    N/A                 5   N/A

Quickly focuses on and   1     2      3       4   1    2      3          4
resolves key issues      5    N/A                 5   N/A


Helps me understand my   1     2      3       4   1    2      3          4
situation or needs       5    N/A                 5   N/A
Uses technical
knowledge to provide     1     2      3       4   1    2      3          4
realistic solutions      5    N/A                 5   N/A
Acts as a trusted        1     2      3       4   1    2      3          4
business advisor         5    N/A                 5   N/A

Solicits and respects    1     2      3       4   1    2      3          4
my views and opinions    5    N/A                 5   N/A
Uses appropriate
techniques to
communicate              1     2      3       4   1    2      3          4
ideas/information        5    N/A                 5   N/A
effectively

Attitude

Enjoyabilty in working   1     2      3       4   1    2      3          4
together                 5    N/A                 5   N/A

Ease of working          1     2      3       4   1    2      3          4
together                 5    N/A                 5   N/A

A professional           1     2      3       4   1    2      3          4
demeanor                 5    N/A                 5   N/A
Enthusiastic about
helping me achieve my    1     2      3       4   1    2      3          4
goals                    5    N/A                 5   N/A
Ease of working with
my other advisors
(attorney, banker,       1     2      3       4   1    2      3          4
etc.)                    5    N/A                 5   N/A
Performance Area         How I rate this performance area in terms of:
                         a) Its importance to     b) My satisfaction
                         me as a client           with [Firm Name]


Project Management

Provides back-up         1     2      3       4   1    2      3          4
resources as required    5    N/A                 5   N/A

Readily admits and       1     2      3       4   1    2      3          4
corrects mistakes        5    N/A                 5   N/A
Provides appropriate
level of confidence      1     2      3       4   1    2      3          4
across the team          5    N/A                 5   N/A
Eliminates "surprises"
by seeking advanced
approval on changes to   1     2      3       4   1    2      3          4
project scope            5    N/A                 5   N/A

Staffs projects so my    1     2      3       4   1    2      3          4
goals are met            5    N/A                 5   N/A

Keeps me informed of
project scope and        1     2      3       4   1    2      3          4
strategies often         5    N/A                 5   N/A
Cost-Effectiveness and
Billing
Charges fees that
fairly and
appropriately reflect    1     2      3       4   1    2      3          4
the value of the         5    N/A                 5   N/A
service provided
Works with me to
manage my outside        1     2      3       4   1    2      3          4
budget                   5    N/A                 5   N/A
Appreciates
relationship of costs
to accomplishing my      1     2      3       4   1    2      3          4
overall goals            5    N/A                 5   N/A

Responds to my billing   1     2      3       4   1    2      3          4
inquires promptly        5    N/A                 5   N/A

Bills are timely and     1     2      3       4   1    2      3          4
easy to read             5    N/A                 5   N/A
Performance Area         How I rate this performance area in terms of:
                         a) Its importance to     b) My satisfaction
                         me as a client           with [Firm Name]
Intangibles
Makes me feel
important                1    2      3       4   1     2      3          4
 as a client             5   N/A                 5    N/A
Makes my personnel
more effective in        1    2      3       4   1     2      3          4
their duties             5   N/A                 5    N/A
Is constructive and
tactful in all           1    2      3       4   1     2      3          4
business dealings        5   N/A                 5    N/A

Listens and provides
formal/informal          1    2      3       4   1     2      3          4
feedback and insights    5   N/A                 5    N/A
Demonstrates high        1    2      3       4   1     2      3          4
integrity                5   N/A                 5    N/A

Willing to speak their
minds and give           1    2      3       4   1     2      3          4
independent opinions     5   N/A                 5    N/A
Adds value to my         1    2      3       4   1     2      3          4
business                 5   N/A                 5    N/A
Keeps me informed on
matters of general
interest/new trends/     1    2      3       4   1     2      3          4
issues                   5   N/A                 5    N/A

Please provide any overall comments, suggestions, etc.:




Thank you for your participation

								
To top