Nobody likes to be told where service has been left wanting but it can mean the difference between keeping a client or losing them and never understanding why.
In an effort to improve our service delivery we have recently instigated a forum (by way of a web page although options such as Social Media channels are equally viable) enabling clients to offer their opinion on our service and procedures.
We were delighted that 100% of the customers polled stated their extreme happiness with the finished website and have found the brief and creative process to be clear, informative and relevant.
Among the comments received:
“Excellent from the beginning to the launch of the website. Very friendly and helpful staff, always responding immediately to any questions or queries I had. Would recommend Blue Box to anybody considering a website.”
“Blue Box have understood and implemented our requirements and ideas from the start of the project. The Fingertips CMS and front-end design talents of Blue Box have enabled us to offer an online solution to our clients and the company that was previously too cumbersome and visually forgettable. I would happily recommend Blue Box for any web design and software project.”
However; there was some feedback which we felt we needed to address:
“Generally the whole project has gone very well and we are very pleased with our 2 sites. There were minor issues and snagging points/queries along the way, perhaps somewhat inevitably with the technical nature of our site; these were difficult to keep track of (lots of emails and telephone discussions) - maybe some sort of logging system for monitoring and tracking issues would help? I appreciated the promptness of replies and the accessibility of the team throughout the project. Thanks again.”
Actively entering into a dialogue with our clients has resulted in us instigating a system which will ensure that the whole build process is more transparent and help ensure consistency for future projects.
A deceptively simple comment which we would never have received if not actively looking has given us the opportunity to address a pain point for our clients and will pay dividends for our future projects.
Give it a try; it's not as scary as you may think!
Thanks to everybody who took part in the survey.