The Top Ten Client Feedback Questions

Learn about Customer Service

As program chairperson of my SCORE * chapter I am always looking for new presenters to address the group. I frequently ask my fellow business counselors to give me some ideas for topics of interest to them.

In August one member approached me with an idea. He suggested inviting some of the clients that the counselors had worked with this year to one of our meetings to give us some feedback on our counseling techniques -both the highs and the lows.

Five clients were invited to our meeting and they were asked the first 5 questions of this Top Ten list.

We learned a lot from the answers we got.

As 2005 comes to a close and we begin 2006 perhaps you are interested in finding ways to get clients to give you feedback about the products and services you offer. Here is a list of 10 questions you could use. Select a few that suite your situation. The key is to ask the question and then allow the client uninterrupted time to answer. Your job is to just listen!

1. What was the greatest benefit you derived from my service**? This question helps you to understand what is working.

Sometimes you will be surprised by the answer. Our SCORE chapter has a limit of 3 counselors at one location to counsel one client. Our client panelists said the more counselors the better! We have now eliminated the restriction on the number of counselors.

2. What would you like to see more of when you work with me? For our session the panelists told us some counselors introduced themselves by telling about their business background during the sessions while others did not. The clients said they wanted to hear the qualifications of the counselors who were working with them. Are you forgetting to be consistent when delivering your product or service to your clients? We were! ☺

3. How could I improve my service? Clients often have ideas that are easy to implement but somehow you haven’t thought of. SCORE does both email and face to face coaching. These were face to face clients who wondered if they could get support between sessions through email.

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