Effective Satisfaction Survey Questions to Ask Your ClientsPosted: August 7, 2019 - By Kalena McElroy
Are you looking for ways to engage with your clients and collect feedback about your veterinary practice?
A good place to start is to build a plan to get direct feedback from your clients about their experience with your company. The insights you will get may surprise you and it’s a great way to engage with your clients to see what they really think about the service you are providing.
Customer satisfaction should be a top priority since clients are the lifeblood of your business. A great way to collect responses is through automated thank you emails that include a link to your client satisfaction survey.
Let’s take a look at what satisfaction surveys are and how they can benefit your practice.
Why Satisfaction Surveys Matter
Patient satisfaction surveys are questionnaires that give you insight into what your clients like (and don’t like) about their experience at your practice. The answers can give you a general idea of what your clients really think about your staff, as well as highlight areas that may need improvement. For example, knowing how many of your clients are dissatisfied with wait times or confused about their pet’s discharge instructions can allow you to make changes and improve. If you don’t know where the problems lie, how can you take steps to rectify them?
How to Get More Survey Responses
Once you’ve determined that a satisfaction survey is right for your practice, you can begin to design one. Let your clients know that their feedback will be helping others as they are in their decision making process, and that their answers will inform you about how best to improve your practice. Demandforce allows you to automatically send texts or emails that include a direct link to take a survey after a client has completed their visit. Create up to 13 customizable questions that are most applicable to your practice.
Satisfaction Survey Questions to Ask Your Clients
1. How would you rate your level of satisfaction during your most recent visit?
This question can help you understand your clients’ more recent issues with your company, which can help you pinpoint solutions. Maybe you implemented a new policy or procedure and want to know if it’s actually working and what your clients think about it. Try to determine what issues are plaguing your clients based on their responses to this question.
2. Can you tell us about your experience?
With this question, you can dive a little deeper into what the client experienced during their recent interaction with your practice. Rather than a rating, you can get a detailed description of what was good about their experience and what wasn’t. With that information, you can start thinking about ways to prevent a bad experience from occurring again.
3. How likely are you to recommend us?
This question can help you determine whether your clients are advocates of your practice or not. If they are, you can look forward to word-of-mouth advertising, which can be great for business. If they’re not, you’ve got some work to do. If you’re receiving high ratings from your clients, don’t be afraid to encourage them to let their friends and colleagues know about your practice, or ask them if they already have.
4. How would you rate the quality of service you received?
This is straightforward and lets you know exactly what clients think of your service. If you’re getting generally high ratings, you know you’re doing something right. But if your ratings aren’t as high as you expected, you might want to consider examining how each of your team members interact with clients. For instance, have you trained your staff to be friendly, courteous, and helpful both on the phone and in person? Are your clients’ pets being attended to quickly and efficiently? Are there any other service areas where you’re falling short?
5. How can we help make your experience with our office better in the future?
This question gives your clients the opportunity to provide solutions they think will help you improve your practice. Take their answers into consideration when you’re coming up with solutions. While not all of them will be helpful, it can give you an idea of where to begin when it comes to addressing common complaints and they may even recommend something you’ve never thought of before.
6. Is there any additional information you’d like to add?
Add this question as one of the last in your survey to make sure the client can express any concerns you might not have covered in the previous questions. Create a text box large enough to allow them to write as much as they need to and make sure to make it optional so there’s no obligation to write something.
You can also ask questions such as:
- What other options did you consider before choosing our practice?
- How likely are you to return to us?
- How did you find our practice?
- What would you say to someone who asked about us?
- Which of the following words would you use to describe our practice (giving a list of options)?
- How well did we meet your needs and expectations?
- How responsive have we been to your questions or concerns?
Once you’ve finished gathering all of the questions you need to complete your survey, make sure to include follow-up questions. If someone rates your business lower than a three out of five, you are going to want to know why. It helps to have built-in follow-up questions based on responses from your clients so that you know exactly why they rated you the way they did. It can be as simple as an email saying “Thanks for your response. Please tell us more about why you gave us this rating.”
Once you’ve got your survey results, you can start analyzing them to determine where you should make improvements. Start with the most common complaints and work your way down the list based on severity. Also, be sure to proofread your survey so there are no errors like misspelled words or repeat questions, which can look unprofessional.
Now that you know the importance of client satisfaction surveys, you can start crafting one of your own! Be sure to focus on the questions that matter most to your practice and closely align with your business goals. Once you’re aware of the changes you need to make, start implementing them as soon as possible. Client satisfaction and service are the most important aspects of your business because, without clients, you don’t have a practice. So, start on the path to improving your veterinary practice by creating a questionnaire that gets results.