SAMPLE Client Satisfaction Survey

Transcription

1 SAMPLE Client Satisfaction Survey KSDG values the opinion of our clients. In order to enhance our services, would you be willing to candidly evaluate our performance? We know your time is valuable so we re providing you with a free $500 gift certificate for design hours, which can be redeemed on your next project or even passed along to a friend or family member you think is a great fit for KSDG. Please complete the survey to redeem your gift certificate. Thank you. Name: SECTION 1: Your History with Designers 1. Have you previously worked with a design firm(s)? No. If no, please move forward to uestion #5. Yes. If yes, how many? 2. Since you have hired designers in the past, we d like to know more. Were they: Interior designers (from a reputable, established interior design firm) Interior decorators ((from a reputable, established interior design firm) Interior designer or decorator (your not sure) but not well established A retail professional from a furniture or retail store An specialist from a kitchen or bath store A stager or stylist A professional contractor or builder 1

2 3. What were the primary reasons to not re-hire previous design firms? Check all that apply. Disorganized service (missed deadlines, unpreparedness, tardiness). Lack of progress (project taking too long, couldn t see an end to the process). Underwhelmed by the creative ideas. Difficulty reaching the designer with uestions. Lack of attention to detail. Didn t respect my point of view. Too many oversights. 4. What did you find satisfying about the service(s) you received from a previous design firm? In particular, we d love to know if there was a procedure or system you think we should add to our services. I can t think of anything. Yes, one firm was very good at: SECTION 2: Choosing KSDG 5. We re glad you found us. How did you hear about us? Check all that apply. Enthusiastic recommendation from a friend/family member. Who? Enthusiastic recommendation from a store/supplier. Who? Signage at KSDG offices on Mt. Pleasant Rd. CityLine television program HGTV television program (Design for Living) Home Decor Magazine. Which one? Dabble Magazine Kimberley Seldon Design Group website 2

3 6. What contributed to your decision to hire us? Check all that apply. Strong reputation in the industry. Photos from or website in general Photos in a magazine Kimberley s personality on television Heard about the 15 Step Project Management Strategy Professionalism Comparisons to other firms Word of mouth referral SECTION 3: The Process of Working with KSDG 7. We d love to know your level of satisfaction with each part of our 15 Step Project Management Strategy and the team that adheres to its policies. On a scale of 1 to 5 (1-being poor and 5-being excellent), rate your level of satisfaction in each category: a. Initial phone call to office b. Consultation Meeting (Step 1) c. Contract Contents and Review (Step 2) d. Trade Day Official Project Launch (Step 3) e. Attention to detail: Space planning, selections (Step 4) f. Presentation of Design Schemes (Step 5) g. Timeline Management (Step 6) h. Budget Management (Step 7) i. Working with Trades - electrician, plumber (Step 8) j. Installation process (Step 9) k. Styling (Step 10) l. Client Reveal (Step 11) m. Deficiencies identification & correction (Step 12, 13) n. Project Wrap Up (Step 14) o. Client Binder and Thank you (Step 15) Did we cover everything in the list above? If we forgot something, please tell us about it here: 3

4 9. How did you enjoy our team? On a scale of 1 to 5 (1-being poor and 5-being excellent), rate your level of satisfaction in each category: a) Senior Designer (if applicable) a. Intermediate Designer (if applicable) b. Junior Designer (if applicable) c. Finance Administrator d. Support Staff (if applicable) SECTION 4: Returning to KSDG, Recommending KSDG 10. How likely are you to contract our services in future? I am already a repeat customer. (Which makes you very special to us). Very likely. I am already thinking about the next project. Very likely. As soon as I have another project I will phone. Pretty likely. I think I would. But perhaps I need some convincing. Unlikely. Please describe leading causes for this decision: 11. How likely are you to recommend our services to others? Very likely. I have a friend/family member who you d love to work with. His/her name is: Very likely. As soon as someone asks me for a recommendation I won t hesitate. Undecided. Here s what s holding me back: Unlikely. Please describe leading cause for this decision: 12. We d love to capture a testimonial of our services from you. We don t want to put words in your mouth, but here s what others have said: Having worked with several other design firms previously, it was a pleasure to meet Kimberley and her team of professionals. It was a well-organized, well-executed renovation. Alexandra D. Toronto, ON 4

5 We love our new home and everything about the experience of working with Kimberley Seldon Design Group. Julia D. Caledon, ON No nonsense. That s how we d describe the process of working with Kimberley (and team). Kelly O. Los Angeles, CA Please describe the experience or some element in your own words: 13. May we have your permission to use your testimonial in our promotional materials and on our website? Yes. And you may include my full name. Yes. But please use my first name and last initial only. Yes. But only as anonymous. 14. May we include your name on our list of potential references? This might mean an interested client would ask your opinion about our services. Yes. I m happy to help. No thank you. Thank you for completing our client satisfaction survey. We sincerely appreciate your feedback! Please return your uestionnaire to us by (scan and send), in person, or allow us to pick it up when we are in the neighbourhood. Once we receive it, we will automatically send you your $500 gift certificate to use for design hours, which can be redeemed on your next project or even passed along to a friend or family member you think is a great fit for KSDG. 5