As leaders we are responsible for establishing practices that will make the service that our organizations provide unforgettable. A key area that we need to focus on is tracking our client satisfaction. This will allow us to focus on areas we are doing well as well as areas we can improve.
The focus of Satisfaction should be to track client sentiment within the specific interaction, gather feedback on processes, and over time understand if improvements you are making to training are resulting in a better service experience for your clientbase. All three of these areas should be goals that all service leaders strive for.
Kustomer has a built in Satisfaction feature that will allow you to achieve these goals!
Below you will read a few best practices for leveraging Satisfaction at your organization. If you want to read up on the Satisfaction feature and how to implement it in your Kustomer system please visit our Knowledge Base Article.
One of the first things that you want to determine is how often you would like to send your survey to clients. Within the Kustomer system you do have the ability to configure this within the admin portion of the system. The key here is finding a balance where you can receive enough responses so you can get an accurate snapshot but also allow you to not innadate a specific client with requests.
The setting you will want to configure is the “Cool Down Period” setting located on the General tab of the Satisfaction Administration page. This setting is a general setting that covers all of your satisfactions that are configured. This setting allows you to set a period where a client will not receive a new satisfaction survey request after their last one. Depending on your clientbase and if you receive repeat engagement from the same clients you will want to configure this so you can still receive new survey responses but not engage too much that can cause clients to ignore future requests.
After you receive satisfaction responses it is key to have a personal engagement with your clients. This step is important especially if you are either scaling your organization quickly or you are making big improvements to your team’s processes. This personal touch will go a long way in building rapport with your clients as well as showing them they have a direct link to the leadership team.
A best practice is to set up a shortcut with content you would like to include in your message. You can even add snippets and dynamic text to make it more personal. We also recommend manually adding text that outlines a few takeaways you had from the client’s feedback. Including a link to your calendar is a personal touch as well that allows the client to schedule time with you to discuss further. These engagements show that their responses do not just go into a file somewhere but also encourage more survey responses in the future if the client knows you are engaging each of them.
Actioning on Feedback
The last best practice that ties everything together is taking action on feedback. This is a key step in ensuring your organization continues to evolve and provide the best experience that clients are looking for. We recommend keeping a running list of the feedback/improvements requested as you review your satisfaction responses. Review these on a regular basis and build them into your quarterly and yearly goals. Making adjustments, even small ones, not only shows your clients that you are listening to them but you are also making your team more efficient and stronger for your future clients.
We hope these best practices can help you in your efforts to provide an amazing client experience. Please feel free to share your own experiences as well as best practices here. We always enjoy hearing everyone’s success stories!
Hi Robert, thanks for this post. Really helpful and with great tips.