Tuesday, 22 September 2009

Top 10 Tips for Better Response Rates from your Client Feedback Programme

There are a number of things you can do to encourage better response rates from your client feedback process. With thanks to our users who have told us what works for them, here are our top ten tips for increasing your response rates…

1. Make sure your advisers are telling your clients about your client feedback programme
Set an expectation with your clients so that they are ready to respond to your questionnaires. Make sure your advisers mention your client feedback approach during meetings and conversations with clients, telling them how important feedback is and when they will be receiving a feedback request.

2. Make your request for feedback timely and relevant
Don’t leave it too long after an interaction with your client before you ask for feedback. Make sure you send a request while the service they have received is fresh in their mind, perhaps just after you complete the suitability report, as a follow up to a client review or as part of the new business process.

3. Include reference to your client feedback programme in your client documentation
Why not add a sentence to your suitability report, introduction letter or other client documentation about your client feedback approach to encourage your clients to respond?

4. Provide an incentive such as a donation to your company charity
Make a small donation to a charity of your choice for each response received and tell your clients about this by customising your email text or covering letter for paper questionnaires.

5. Publish your feedback results on your website or in your company newsletters
Demonstrate to your clients that you are responsive to their feedback by publishing the results and most importantly what actions you have taken as a direct result of client feedback. Showing your clients that you listen to and take action on their feedback encourages them to give you their opinions.

6. Chase up outstanding responses
If your client doesn’t respond to your request for feedback, chase it up. This is important customer intelligence for your business, so send your client a gentle reminder if they don’t respond within a certain time frame.

7. Customise your feedback process and make it more personal
The Customer Feedback Centre provides you with lots of customisation options to make your feedback requests relevant to your clients and personalised to your business style. Choose your own email text, sign off or subject, customise additional information pop ups and include your own branding on the questionnaires to encourage your clients to respond.

8. Thank your clients for their feedback and tell them how it helps
Use the Submission Successful page to customise a thank you message for your firm and educate your clients about how you use their feedback (as well as directing them to your company website or other services you may offer)

9. Publicise your client feedback programme when pitching for new business
Tell prospects about your client feedback programme. Show prospects that you care enough to proactively ask for client opinions and set an immediate expectation about how you will be managing and measuring the relationship with them.

10. Use positive feedback to motivate your staff and encourage them to promote your client feedback programme
Positive feedback is a real motivator for your team, encouraging them to continue offering the very best service and gaining their buy-in to your client feedback programme.

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