One of the activities that is scheduled to happen annually for all three types of clients is the quality assurance survey. This is an activity that takes very little time since it’s done through the mail and no face-to-face contact is required. It gives you the chance to show your clients that you are interested in what they think about your service. It likewise provides a forum to let you know if there are deficiencies in your service or suggestions on how you can improve.
Here’s an example of a simple quality survey
Dear Roger and Louise:
Throughout the year, we try to let our clients know how they are doing. Now, once again, it is your turn to tell us how we are doing in terms of helping you enhance your overall financial well-being.
It’s important for us to know what we can do to serve you more effectively. We value the relationships we have with our clients, and to do anything less than our best simply is not good enough.
I would be most appreciative if you would take just a few moments to give us your feedback by completing the enclosed survey. If you prefer, pick up the telephone and call me personally. Thank you for helping us to improve.
Yours very truly,
QUALITY ASSURANCE SURVEY
In an effort to be of continued and improved service to our clients, we need your help. By taking a few minutes to complete this survey and returning it in the envelope provided, you will help us to identify what we can to do to serve you more effectively.
Your name: Roger Stewart & Louise Robert
Date completed: _____________________
|Evaluation of Our Services||Poor||Fair||Satisfactory||Good||Excellent|
|1. How are we doing in terms of helping you work towards the attainment of your objectives?||1||2||3||4||5|
|2. How is our response time to questions that you may have asked?||1||2||3||4||5|
|3. How have we handled any problems or unplanned contingencies that may have arisen?||1||2||3||4||5|
|4. How would you rank our understanding of your personal situation and any challenges that you may face?||1||2||3||4||5|
|5. How would you evaluate our overall competency, in terms of advice rendered?||1||2||3||4||5|
|Would you feel confident in recommending our firm to a friend?|| Yes|| No|
|Would you feel comfortable in serving as a reference for our services?|| Yes|| No|