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Client Satisfaction Survey

[Name]

[Date]

The questions below concern the services [Name] have provided you. So that we might improve our overall relationship and better serve you, we are asking you to candidly answer these questions. Thank you in advance for your time and candor.

Rating Scale:

Please rate each of the following performance areas twice, circling a ranking of 1 (lowest) through 5 (highest) to indicate:

a) the importance of the performance area to you; and

b) your satisfaction with [Name]�s performance in this area.

If you feel that a performance area does not apply to your situation, please circle N/A for the area and move to the next one.

Performance Area

How I rate this performance area in terms of:

a) Its importance to me as a client

b) My satisfaction with [Firm Name]

Responsiveness

Available and accessible

1 2 3 4 5 N/A

Returns phone calls promptly

1 2 3 4 5 N/A

Sets and meets concrete deadlines

1 2 3 4 5 N/A

Identifies and resolves technical and service issues in a timely fashion

1 2 3 4 5 N/A

Responds with a sense of urgency

1 2 3 4 5 N/A

Anticipates my needs

1 2 3 4 5 N/A

Performance Area

How I rate this performance area in terms of:

a) Its importance to me as a client

b) My satisfaction with [Firm Name]

Work Product

Understands my business and the forces that affect it

1 2 3 4 5 N/A

Consistent delivery of quality work product

1 2 3 4 5 N/A

Provides thoughtful, responsive advice

1 2 3 4 5 N/A

Quickly focuses on and resolves key issues

1 2 3 4 5 N/A

Helps me understand my situation or needs

1 2 3 4 5 N/A

Uses technical knowledge to provide realistic solutions

1 2 3 4 5 N/A

Acts as a trusted business advisor

1 2 3 4 5 N/A

Solicits and respects my views and opinions

1 2 3 4 5 N/A

Uses appropriate techniques to communicate ideas/information effectively

1 2 3 4 5 N/A

Attitude

Enjoyabilty in working together

1 2 3 4 5 N/A

Ease of working together

1 2 3 4 5 N/A

A professional demeanor

1 2 3 4 5 N/A

Enthusiastic about helping me achieve my goals

1 2 3 4 5 N/A

Ease of working with my other advisors (attorney, banker, etc.)

1 2 3 4 5 N/A

Performance Area

How I rate this performance area in terms of:

a) Its importance to me as a client

b) My satisfaction with [Firm Name]

Project Management

Provides back-up resources as required

1 2 3 4 5 N/A

Readily admits and corrects mistakes

1 2 3 4 5 N/A

Provides appropriate level of confidence across the team

1 2 3 4 5 N/A

Eliminates "surprises" by seeking advanced approval on changes to project scope

1 2 3 4 5 N/A

Staffs projects so my goals are met

1 2 3 4 5 N/A

Keeps me informed of project scope and strategies often

1 2 3 4 5 N/A

Cost-Effectiveness and Billing

Charges fees that fairly and appropriately reflect the value of the service provided

1 2 3 4 5 N/A

Works with me to manage my outside budget

1 2 3 4 5 N/A

Appreciates relationship of costs to accomplishing my overall goals

1 2 3 4 5 N/A

Responds to my billing inquires promptly

1 2 3 4 5 N/A

Bills are timely and easy to read

1 2 3 4 5 N/A

Performance Area	How I rate this performance area in terms of:
	a) Its importance to me as a client	b) My satisfaction with *[Firm Name]*

Intangibles
Makes me feel important as a client	1 2 3 4 5 N/A	1 2 3 4 5 N/A
Makes my personnel more effective in their duties	1 2 3 4 5 N/A	1 2 3 4 5 N/A
Is constructive and tactful in all business dealings	1 2 3 4 5 N/A	1 2 3 4 5 N/A
Listens and provides formal/informal feedback and insights	1 2 3 4 5 N/A	1 2 3 4 5 N/A
Demonstrates high integrity	1 2 3 4 5 N/A	1 2 3 4 5 N/A
Willing to speak their minds and give independent opinions	1 2 3 4 5 N/A	1 2 3 4 5 N/A
Adds value to my business	1 2 3 4 5 N/A	1 2 3 4 5 N/A
Keeps me informed on matters of general interest/new trends/ issues	1 2 3 4 5 N/A	1 2 3 4 5 N/A

Please provide any overall comments, suggestions, etc.:

Thank you for your participation

Click filename below to access file

Client Satisfaction Survey.doc

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