I do not know the size of your organization, range of services, and where you have feet on the ground, but this offers an excellent opportunity to meet with clients one-on-one or by phone. This shows a willingness to invest time on a more personal basis and your client base may make this manageable. The focus would be on client satisfaction for prior and existing performance, and importantly on their challenges/plans and how you can assist and support them to achieve those plans. I hope that this gives some form of framework and suggestions for an overall approach.If you would like to chat let me know and we can set up a time.

Roy S.

Hi Everyone,

We being an on-demand services company, we have seen it and believe in automating the whole process into a customer service experience and then measured over time via our crm tool which is salesforce.com.

For our customers and for ourselves, we use a tool called Clicktools which integrates in with salesforce.com.  With clicktools we can send customizable surveys out to our customers and then it directly feeds back into our salesforce, directly into the reports, and directly into our dashboards.  Our process is then defined into monitoring where our customers sit with our services and helps us to identify more opportunities for upsell.

Frank S., Managing Director

Hi Sangeeta,

We are also in the process of developing a customer satisfaction
survey that we will send to our customers (medium to large) every
quarter.

We organized the questions around 3 categories: Product, Services,
and Technical Support. Each question can be ranked from Very Satisfied down to Very Dissatisfied, with a free form entry box for each category.

Each consultant is responsible for a handful of customers to follow-up and make sure the surveys are filled-in.

We have selected SurveyMonkey.com to design our survey. It’s easy to use and customize.

Hope that helps!

Franck F.
Director PS