Leading Indicators of Client Satisfaction
Source: Partner Insights
Client surveys look backward. To find out how you’re doing in real time, consider:
- How many client meetings do you have? Client meetings provide instant feedback. Set goals for client meetings throughout the year.
- Do clients complain? Unhappy clients don’t always complain. Frequent meetings with clients will help you find out if they have complaints.
- Receivables—Satisfied clients pay faster. Slow turnover may mean dissatisfaction. Frequent adjustments to receivables may also indicate dissatisfaction.
- Ratings from surveys—Work on the ratings that are acceptable but not great. These clients may be getting service at a lesser level than you want to deliver.
- Client turnover—High turnover can mean you’re dissatisfied with clients, or it may indicate problems in the firm.
- Referrals from clients—If the quantity of referrals from clients is decreasing, your service quality may be decreasing.
- Share of business—Find out what percentage of the client’s budget (for services you provide) is being provided by you.
For the complete article, click here and select the article Client Service Benchmarks.
From Partner Insights, Aquila Global Advisors, LLC, December 18, 2007, www.aquilaadvisors.com.
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