The problem with growth in business is that it can cause many issues inside the firm to be highlighted or to appear. Growing slow is easy. Growing fast can be challenging, especially when you don’t have an appropriate service model, processes, and/or the right staff in place. Many wish for this “problem” but when it happens to you, it can be like a surprise party you absolutely did not want.
One way to make sure you are meeting the needs of all of your clients during periods of growth and expansion can be done through conducting a survey. Using Survey Monkey or even a paper survey can be very helpful to not just ‘feel’ like you know what is happening in your business, but to truly be able to see and analyze your service. But what to put in the survey? Let us help you get it started:
Net Promoter Score
Consider using a simple Net Promoter Score to assess how you are doing. The net promoter question is simple: On a scale from 0 to 10 it asks clients:
“How likely are you to recommend (this company, this product, this experience, this representative) to your friends, family or business associates?”
Depending on their response, clients are divided into three categories:
detractors, passives, and promoters. It is a great way to rate what your clients feel. You can also compare yourself to others who have used this same calculation.
You could also include these types of questions:
- Our organization is totally committed to the idea of keeping you informed and satisfied.
- When it comes to our services, we play more of a consultative and partnership role with you.
- We regularly provide information of value to you.
- We have adequate contact with you.
- Our employees often go above and beyond to serve you well.
Anyone in particular? _____________________________________________
- Would you share (or have you shared) information about our firm with someone else who has a need for financial services? Yes/No. If No, why not? ___________________________________________________
Sending out a survey to all of your clients one time per year is smart business. You may also want to send out a mid year survey to your newest clients to make sure your service is as good as you believe.