A Leader in Customer Satisfaction and Employee Retention Market Research
Client Experience Interviews
The Problem We Address
You do not have an ongoing and reliable method to identify client-related issues early on while they are still small and can be resolved using minimal internal resources. You find out after the fact that a client will not work with your firm again or has decreased the amount of work they give you because of a very poor experience.
Why This Matters
The #1 reason a company loses business is due to a failure of customer service. That’s why it’s critical for you to know, from your customers’ perspectives, if your current client service activities are really meeting their needs and, if not, what to do about it.
Our Solution
Utilize CFU’s conversation-style qualitative interview services to allow your clients to talk freely about their experiences with your firm to a professional independent third party. You receive objective feedback revealing your customers’ perceptions and illuminating your firm’s strengths and any areas needing improvement. You obtain the feedback that internal and web-based methods miss.
What Your Firm Gains
Independently obtained client and stakeholder feedback will uncover both customer service wins and deficiencies. The revealing feedback will give you the opportunity to recognize employees who are going above and beyond for clients. It will also pinpoint the specific areas where clients say your firm is falling short, allowing you to make corrections, rebuild client trust, and bolster your relationships.
Deliverables
Individual Client Interview Responses Receive candid and detailed interview responses from each client describing their experiences with your firm.
Executive-level Analysis of Responses Receive a comprehensive summary of your clients' perceptions and executive-level analysis of the positives and negatives of working with your firm and what improvements are needed.
Critical Client Alerts Receive a real-time alert when a client interview uncovers a critical problem that, if not responded to, could negatively impact the project/relationship.
Happy Client Alerts Receive a real-time alert when a client interview demonstrates an enthusiastic endorsement of working with your firm.
Resources
Client Experience Sample Questions
Client Experience Action Plan Template
