Client Satisfaction Survey More than worth the effort

TEXT: CLAUDIA FUNK

Every day, we are bombarded with cheerful people recommending certain products, full of persuasion. Theyre satisfied and they want to tell you all about it. But seldom do you know whether your clients are happy with the services your organization provides. So how do you find out? Conducting a client satisfaction survey is an effective way of determining just how satisfied your clients actually are.
Daniel Huijbens

Discovering trends
TOPdesks Survey module is an effective way to reach your clients. You can run advanced reports and analyze the responses, enabling you to draw conclusions. By conducting a survey of your clients, you can discover trends, explains Daniel Huijbens, CRM Manager at TOPdesk. Have the measures we took to improve our services been effective? What do we now need to work on? In an era where good service often means the difference between successful and less successful companies, such information is vital.

Evaluating TOPdesks services

At the beginning of this year, TOPdesk conducted its third client satisfaction survey and asked clients to rate the services provided. Eleven thousand contacts were asked for their opinion. Based on the SERVQUAL model1, we posed the following questions to our clients: What is your experience concerning the expertise and willingness of TOPdesk staff to assist you directly? How would you rate the knowledge and skills of our employees? Did TOPdesk deliver the promised service accurately and with confidence? Did you receive sufficient attention? How do you regard the rooms, facilities and staffs appearance?

BY CONDUCTING A SURVEY OF YOUR CLIENTS, YOU CAN DISCOVER TRENDS: HAVE THE MEASURES WE TOOK TO IMPROVE OUR SERVICES BEEN EFFECTIVE?

The widely accepted SERVQUAL model offers a means to measure the perception of clients compared with the quality of the service (Parasuraman et al, 1985, 1986, 1988, 1991, 1993, 1994; Zeithaml et al, 1990)

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My experience of the expertise of TOPdesk staff is very good.

52 8

86

STRONGLY AGREE 371 711 AGREE NEITHER AGREE NOR DISAGREE DISAGREE STRONGLY DISAGREE

WHILE YOU WILL ONLY SEE PROFITS IN THE LONGTERM, YOU WILL RECOVER DOUBLE THE INVESTMENT

departments. Each department then looked at how it can improve in certain areas.

Thinking ahead
Putting the required measures in place to carry through such a large-scale investigation demands energy and costs, which can put off some companies, acknowledges Daniel. While you will only see the profits in the long-term, you will recover double the investment.

Over 1000 clients took the time to give us feedback. At 7.5 on a scale of 1 to 10, TOPdesk can validly claim its clients regard its service as very good.

Feedback worth incorporating

TOPdesk not only values the opinions of its clients, but also follows up on it. And theres always room for improvement; indeed, to find out more about rather more sensitive issues that certain clients had mentioned, we followed up by calling those who critiqued us. First, we gathered all the feedback together and then passed it on to the relevant

Interested in how your clients rate your service? Find out more. Call us on: +44 (0) 207 8034200.

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