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feedback (customer focus) from clients.

 
#1 feedback (customer focus) from clients.
04/08/2008 14:36

sumo

I am new to the consulting industry and is currently working for a niche consultancy, specialising in project & programme management. I have been charged with looking at how we could get feedback from our clients on the performance of our consultants and the company in general better. Is there a consultancy industry standard for customer feedback? Can somebody point me in the right direction?

Many thanks

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#2 RE: feedback (customer focus) from clients.
04/08/2008 23:03

Danilo to sumo (#1)

Use a third-party firm to administer the survey, to ensure independence.

Survey your established clients, your target clients, and those who you've pitched to unsuccessfully.

Survey regularly and as a matter of course - try to survey after every project or, if unrealistic for your organisation, for every project over with fees over £x.

Just as important as the survey process is: the feedback process - so that consultants and managers get timely feedback (relatively soon after the project); and the feedforward process - so that survey questions get refined to suit your firm's evolving business development initiatives and strategies.

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