Client Service
Survey
Scale:
1 = not important
2 = slightly
important
3 = somewhat
important
4
= important
5 = very important
6
= critically
important |
Scale:
1 = not true
2 = slightly true
3 = somewhat true
4
= true
5 = very true
6
= absolutely true |
|
1 2 3 4 5 6
|
When
communicating with others, this person is
thoughtful and
considerate. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person takes the initiative to be
helpful. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person listens to
understand. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person asks pertinent
questions. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person summarizes the
discussion. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person conveys clear guidelines and desired
outcomes for
projects. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person is reliable in providing accurate
information. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person presents a thorough review of the work or
project at its
completion. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
I
am confident that the work is done
right. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person follows up to make sure I am
satisfied. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
I
believe this person understands my
industry. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
I
believe this person understands my
business. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person takes responsibility for solving a
problem when something goes
wrong. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person receives input from others without being
defensive . |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person goes beyond the call of duty to make
things right. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person is responsive when returning calls or
messages. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
I
receive additional findings, analysis or
suggestions, beyond the basic
engagement. |
1 2 3 4 5 6
|
|
|
|
|
|
1 2 3 4 5 6
|
This
person anticipates what is needed before I have
to ask. |
1 2 3 4 5 6
|
Please
circle the word that best describes your
relationship to this person:
Vendor:
I ask for and receive specific information from
him/her that I will use to make business
decisions.
Advisor:
I ask for and receive additional input regarding
business direction and strategy, which I will use
to make decisions.
Partner:
We make business direction and strategy decisions
together.
|
This
person has made me aware of how the following
firm’s services might impact my
business: |
No |
Somewhat |
Yes |
Not
Applicable |
|
Wealth
and Estate planning |
|
|
|
|
|
Business
Valuation |
|
|
|
|
|
Information
Technology Assessment
|
|
|
|
|
|
Succession
planning |
|
|
|
|
|
Work
flow efficiency |
|
|
|
|
|
|
|
|
|
|
Goals
of Survey (For firm
personnel)
1.
Clarify the level of expectation your
clients have of you.
2.
Assess the level of satisfaction among your
clients.
3.
Expose your clients to a broader role you
might play in their
companies.
4.
Identify specific areas of focus to include
in your Performance
Plan.
