The Importance of Client Surveys at Thrive

Customer satisfaction surveys are very much a part of the world we live in today. Frequently we are asked to fill these out. We see them all over the place in a variety of formats. We see them come through email, on websites, in the mail, and even placed on tables in restaurants. I used to wonder, “What good it will do if I fill this out? Will it make a difference? Will anyone even read it? Will it really matter?”

As a Director of Client Services, my main concern is always the perception of our clients and how they feel in regards to the services we deliver. We always want to know the answer to a very simple question…..

“How are we doing?”

As time has gone by over the years, I find it harder and harder to get people to spend the 5-10 minutes to complete our survey. I think it is because people have the perception that these are not reviewed nor acted upon.

The reason I write this today is because I know that surveys actually do get read and certainly do matter. A lot of time and effort goes in to putting these surveys together, sending them out, analyzing the data, and recognizing trends and identifying areas of improvement. At Thrive, we take a lot of pride in these results. What appears on the surface to be a simple 5 minute exercise is actually a critical part of a much larger process.

The Management Team at Thrive puts a lot of weight on the feedback we receive from our clients. In fact, they use these survey results to make changes and improvements to our service model. The old cliché, “if you don’t have anything nice to say, don’t say anything at all,” is not the case here. Both positive and negative feedback is encouraged. Thrive Client Surveys are always intended to produce true results and feedback, good or bad. We learn, grow, and adapt from an equal mix of both.

So next time a survey comes your way, take 5-10 minutes to complete it. There are actually people behind the scenes wanting to hear from you. Many companies across all industries depend on your feedback in order to improve their service, benchmark their progress, and adapt to their clients’ ever-changing needs. Who knows, you may actually find one of your suggestions implemented or even a nice gift card in the mail thanking you for your time.

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