Wednesday, December 19, 2007

Surveying Your Clients

Today, I will respond to a reader question.

Q. Do you have a possible list of survey questions for me to send to my clients? I would like to get feedback about my business and what improvements I can make. Occasionally, a client sends me kudos, but I would like more specifics.
– S.F.

Bridget's Answer:

Surveying your clients can be a great way to not only collect testimonials, but also find out how the client's job search is going and identify opportunities for additional services you can provide.

I typically use two surveys with my clients: a "How Did We Do?" one initially, and a "How Are You Doing" as a follow-up 2-3 weeks later. I send them both by "snail mail," although you could certainly use an online survey program if you wanted to. Links to download the surveys in Microsoft Word form at below each survey.

How Did We Do? Survey
~ Please complete and return this brief survey and let us know! ~

We recently provided resume services to you. How did we do?
(Rate on a three-point scale from "Satisfied" to "Dissatisfied")

1. I was able to schedule an appointment when I wanted to...
2. Personal attention was paid to my needs
3. I feel my documents accurately reflect my skills, qualifications and accomplishments
4. I feel my documents will do a good job of "selling me" to a prospective employer

What have you done with the resumes?
What have you done with your resumes? (Specific mailings? Apply for jobs online? Passing resumes out to friends, networking contacts?) [I leave several lines]

VALUE
What do you think of your investment in your personal marketing documents?
Value for the money invested: __ Excellent __ Good __ Fair __ Poor

ADDITIONAL SERVICES
I would be interested in the following additional services:
(please note: there is an additional fee for these services)
Resume distribution to: __ Recruiters __ Targeted Employers __ Venture Capitalists

FRIENDS & FAMILY
Would you recommend us to friends/family/co-workers? __ Yes __ No __ I already have!

WHAT WOULD YOU TELL OTHERS ABOUT US? (We need your testimonials!)
[I leave several lines]

_ You have my permission to use my testimonial (names will be disguised, i.e., "Angela B., Omaha" unless you give us permission to use your full name.)

COMMENTS
[I leave several lines]

Use the enclosed postage-paid return envelope or mail to:
Image Building Communications • PO Box 241621, Omaha, NE 68124-5621

===================================================================
Download the "How Did We Do?" survey at http://www.buildimage.com/IBCFirstSurvey.doc
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How Are You Doing? Survey
~ Please complete and return this brief survey and let us know! ~

WHAT HAVE YOU DONE WITH THE RESUMES?
Specific mailings? Responded to any ads? (Where did you find the ad? Which company was it for?) Apply for any jobs online? (Which web sites did you use? Which companies did you apply at?) Did you pass any resumes out to friends, networking contacts?
[I leave several lines]

RESULTS
What has been the result of the resume services you received (what kind of response have you received -- phone calls, letters, interviews, etc.)??
[I leave several lines]

INTERVIEWS
Have you been on any interviews? __ Yes _ No

What has been the results of these interviews? (Second interviews, job offers?)
[I leave several lines]

COMMENTS
[I leave several lines]

Use the enclosed postage-paid return envelope or mail to:
Image Building Communications • PO Box 241621, Omaha, NE 68124-5621

===================================================================
Download the "How Are You Doing?" survey at http://www.buildimage.com/IBCSecondSurvey.doc
===================================================================

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