Information and Tools for Conducting a Client Survey

Source: Seasonality Success

Here are some questions firms should include in client surveys:

• Does the firm respond well to clients?
• Does the firm provide services clients need?
• How do clients perceive the quality of work?
• Are clients satisfied with billing policies?
• How good is communication?
• How satisfied are clients with service in general?

The survey can include a list of all services and ask clients if they:

• Have need for any of them now?
• Might use them in the future?
• Would never use them?
• Use another provider for services?

Resources for online survey systems include:

Zoomerang http://info.zoomerang.com

TurboSurvey www.turbosurvey.com

Survey Monkey www.surveymonkey.com

A response rate of about 25 percent to 30 percent is adequate.

An Action Agenda for conducting client surveys is included in the article.

From Seasonality Success, Winning Strategies for Profitable Firms, PCPS, Private Companies Practice Section AICPA, Vol. 1 Issue 4, July 2007, p. 4. For the complete article, click here.