Client Feedback Interviews
We provide your clients the opportunity to talk freely about their experiences with your
organization and report back the information to you so you can make informed decisions to
improve your service.
1
We TALK
We talk to your clients to draw out both quantitative, and the more insightful, qualitative information. This gives your clients the opportunity to express how they feel about working with you in a constructive manner.
What do we ask your clients?
We combine your input with the experience we’ve gained from conducting 1,000s of interviews to develop questions that get to the heart of what you want to know from your clients.
Our interview completion rate
We typically complete 80%-100% of the interviews the project calls for.
2
We LISTEN
With ears attuned to the nuances, we can politely probe beyond cryptic answers to get to the heart of clients’ responses and experiences. This is especially important if a client is having issues with an organization.
3
We COMMUNICATE
Feedback comes back to you in the time frame and format most useful to you. You will get:
Staff Perceptions
Learn how your staff view their roles in providing client service. Align perceptions with
effective client service practices.
35%
Higher Client Retention
2% increase in client retention =
10% cut in costs
Provided by BTI Consulting Group
BENEFITS AND INSIGHTS
you can experience
Systematically monitor and assess clients' experiences at strategic points throughout the life cycle of projects. (Can be beginning, middle and end of project.)
Uncover problems while they are still small enough to fix easily and with fewer internal resources.
Strengthen relationships.
Learn how customers view your brand - your strengths, weaknesses and the direction they'd like to see you grow.
Uncover why clients took their business elsewhere or decreased the work given to your firm.
Learn why you didn't win a proposal.
STAND OUT FROM
the crowd
COMMENT FROM ONE CUSTOMER’S INTERVIEW:
“It is very impressive that they (CFU’s client) had a professional, independent firm call and ask for our feedback. No other firm has ever asked us questions using that format. Both the Department Head and I, as the lead PM, appreciate that they (CFU’s client) care enough to give us the opportunity to talk freely about our experience with them. Talking to a professional and objective third party is the best way to ensure clients feel free to speak their minds about any concerns before they get out of hand.”
