Linda Hill in Guild News January 2021 – How to get the most from your client surveys.

Begin with the end in mind. Ask yourself what you are hoping to achieve and build your questions around that. Structure your questions in such a way that you gain insight into the client experience. Instead of asking “How was your treatment today” rather ask “What could we have done differently today that could have made your experience even better?” Listen to what your customers have to say. They are providing you with an action plan on what can be implemented to improve the experience. See what the quick wins are and apply these as soon as you can. Read the full article here:

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