1. Why do I only get 10 questions?
Because if you ask too many questions, clients will abandon the survey halfway through. A quick 1 or 2 minute survey is the way to get real answers that actually get submitted. A 15 minute survey will leave with you very few responses.
2. Which clients do I share this with?
We recommend sharing the survey with clients who have already completed a project with you, whether it be last week or a year ago. For clients in the middle of a project, it’s recommended that you ask questions face to face. And then send them this survey when their project is complete.
3. When in my process do I share the survey going forward?
About two weeks after you’ve fully completed a design project with a client. Punch list done and all.
4. Is this a survey that I can use over and over for years?
Absolutely! This isn’t just a survey for right now. The analysis and recommendations are a snapshot of your business right now. But, I highly recommend using the survey with every client going forward after your project has completed.
5. What kind of questions will you ask in the survey?
The kind of questions that will be asked are a combination of those you want to know, and those known to get you the answers you need. They’re written in a way that will prompt honest feedback, rather than simple answers that don’t get you anywhere.
Leading questions like, “What could have made the experience of working with our design firm better?” rather than “How was your experience working with our firm?”
The first question with “What could have” causes the client to give you a real answer with ideas like “It would have been great to have a print out of your design process.” or “I would have liked if we were more able to talk to you, the designer, instead of only your assistant.”
The second question with “How was” causes them to answer “Fine.” or “Good.” or “Great!” which isn’t really helpful.
6. How Many Clients Do I Need to Send This To?
To get an accurate analysis, you’ll need at least 10 past clients to send this to. If you have more than that, even better. As the more responses, the more accurate the analysis will be and the more patterns can be spotted.
7. Is the survey anonymous?
Yes, it’s better to leave the survey anonymous. If someone has “critical” feedback to provide, most people are hesitant to provide it when they also have to provide their name. They don’t want to hurt your feelings or sever any relationships, so they don’t say anything at all. But, as you know, that critical feedback is crucial. So in order to encourage the kind of real, honest feedback that could really push your business ahead, the survey is left anonymous.