What We’re Raving About: Instant Feedback

20 September 2011
by George Hayley

We’re raving about www.customerthermometer.com, a one-click, real-time client satisfaction survey.  In my freelance PR career, I’ve worked in about eight agencies, but none have been quite as obsessed with client satisfaction as we are here at Firefly. Every month, we ask our clients a different question about our service. For example, “Are you happy with your PR plan?” Or, “Do you believe Firefly gives good value for money?” Next month it could be, “Does your Firefly team have good attention to detail?”

When the thermometer results come back showing mostly gold (“I am very satisfied”) and green (“I am satisfied”) from the clients, cheers and congratulations abound in the office! If clients select orange (“I’m not sure”) or  red (“I am dissatisfied”), the agency seniors are on the phone to the clients immediately, to ask questions. It keeps us on our toes, the clients know they are being listened to and it makes for a more productive relationship. This instant feedback mechanism can go beyond client satisfaction. It could be used for internal communications on staff surveys, or even media surveys on the responsiveness and efficiencies of your press office.