Why we use our feedback email and what we hope to learn from it

We have recently received your responses from our second round of feedback and we’re very happy with the results. We’d like to thank you all for taking the time to rate and comment on your experiences with us. We received some comments asking about why we are using it and shouldn’t we already know how our clients feel about us, so here is a little more information and we hope that this will create more understanding on why the feedback is so valuable for us and you.

Why we use the feedback email:

We want to give our clients the opportunity to write to us about their experiences so that we can improve our service for our client family. Sometimes face-to-face feedback doesn’t work for some people who would feel more comfortable collecting their thoughts and writing them down. We want to allow each and every one of our clients the opportunity to express how they felt about our work and relationship with them in a way that is suitable. We know you are busy and so decided on a format that takes as little time as possible yet gives the opportunity for longer more detailed commentary when necessary.

We also wanted to be able to measure improvement over time, so that any actions taken can be tracked and would show us whether they were working or not. This allows us to move forward with decisions based on the facts.

Ultimately the activity is focussed on learning how we can provide the best service we possibly can to our family of clients.

What we want to learn:

As a business we know we can improve every day. Using our biannual feedback email we hope to learn how we can improve and which areas we need to work on next. We want to know the details; the small things that can make our service further stand out amongst other practices and that will help you and your business achieve your personal and professional goals more quickly, easily and simply.

Results:

I’m happy to share that 99% of the feedback was ‘happy’ or ‘content’ and that we have already begun to work on the areas that clients have indicated we could do better in. We are aiming for 100% of our clients to be happy with the service we provide…but even then we aren’t going to rest on our laurels.

I hope this post has cleared up the reasons why we have decided to openly ask for feedback from our client family and if you have any further questions or comments please do call us, we’re always here.