There are many different ways that you can survey what your clients think about you.  You can see their body language when you are around them and guess what they are thinking about you.  You can listen to their tone of voice on the phone when you are speaking to them and again guess what they are thinking about you.  Or you could ASK THEM what they think about you!

I know for many of us it is very hard to physically ask our clients what they thought of our service face to face, so why not use a survey?  Many large businesses use a customer satisfaction survey so they can constantly improve their business.  Think about the last car you bought, didn't you receive a survey?  As real estate agents, we are our own companies and if we want to continually improve our services for our clients, then we must ask our clients their opinions in the form of a survey too!

Below is a new survey that I just designed and started using myself.  Most of the content I put on the survey was derived from many agents here on Active Rain and I would like to recognize some of them for their help (whether they knew it or not)!

Thanks to:  

David Matney and his post Customer Satisfaction Surveys

Chris Wilson and her post CUSTOMER SATISFACTION SURVEY

AND KELLY SIBILSKY for going above and beyond and actually emailing me a copy of her customer satisfaction survey that she uses!

 
Post is included in group: Real Estate Rookie

38 Comments on Do you Survey Your Clients?

20 Most Recent Comments Displayed Show All

DEC
21
2007
278,554 Points 6 Featured Posts Outside Blog
Michael, thanks for linking to my post.  I really like your survey I think I will give my survey a makeover.  Thanks again and congratulations on the GOLD star!
9:15pm • #19
650,291 Points Localism Sponsor Outside Blog
Good idea if some are not already doing this. All the best for this holiday season.
9:28pm • #20
Great survey to use which would help you to modify your services.  I no longer sell real estate but it could help in any business such as construction---or any business that works with customers. Thanks
10:07pm • #21
1 Featured Post Outside Blog

Nicely done survey!

But my company automatically mails out a similar survey to clients once a transaction has closed.  We agents rarely see these returned surveys, if the surveys are returned at all.

I am tempted to institute my own survey mailing, to have more control over the process.  Do you think the clients would be more likely to respond to my personal survey, vs. the company's survey?  In fact, how honest are the clients likely to be in a survey that goes back directly to the agent??

Your experience with this question would be really helpful.  ????
11:23pm • #22
DEC
22
2007
8 Featured Posts
I also have a survey and find it very useful.  People are very honest and a lot can be learned hearing what they have to say about their experience.  I don't really understand why some companies (above) would send out a survey and not even let the agent see the results....  I would think they would let you see what the consumers had to say...good post.
6:05am • #23
719,429 Points 69 Featured Posts Localism Sponsor Outside Blog Called Shot Master
Getting people to fill out a survey is an art in itself.  I used to design surveys for researchers.  If the survey goes back to the agent instead of to a third-party then the results will be biased in a positive direction, like Susan says.  My company sends out a survey after each transaction is completed, but I don't know what percent actually fill out the form as my company doesn't release that data. 
7:46am • #24
I received a survey from a contractor that did some work on my home. It got me thinking that I should do the same in the New Year. It could be a great way to capture references/testimonials that otherwise I may not get. 
7:52am • #25
I have surveyed my clients for years.  If you look at my profile I have pasted quite a number of testimonials all from these surveys.
9:07am • #26
231,708 Points 13 Featured Posts Outside Blog

Susan, my office also mails out their own survey which I rarely see the results of.  That is exactly why I instituted my own survey so I would get my own results that I could in turn use to my benefit since they are my clients not my brokers!

Thanks for the continued comments, I'll be sure to reciprocate when I get a chance to visit all of your blogs!
3:53pm • #27
DEC
24
2007
296,366 Points 19 Featured Posts Outside Blog

I think this is a great idea.  It was on my "things to implement" for 2007 - but never happened.  I think I need to add this to '08.

Cheers & Happy Holidays!
9:56am • #28
DEC
29
2007
156,667 Points

Wishing You HAPPY HOLIDAYS and Best Wishes for A GREAT YEAR 2008.

New York Certified Home Inspector Long Island NY Tommy   Nassau/Suffolk/Queens Home Inspections
12:18am • #29
DEC
31
2007
329,215 Points 5 Featured Posts Outside Blog
This is a wonderful idea and a great way to get feedback.  I've found it very awkward to ask clients for this sort of information because I feel silly asking and don't want to put the client on the spot.  But it's good information to know.  Thank you for sharing your survey form.
9:33am • #30
JAN
02
2008
1 Featured Post
Cool idea. i will book mark this and try it this year. thank You
4:46pm • #31
JAN
27
2008
 I always survey clients. It helps to find the areas you can improve on.
9:24pm • #32
FEB
28
2008
157,790 Points 8 Featured Posts Hit Router
GREAT Post, thanks for sharing your survey, we were just getting ready to implement a survey so this helps a lot!
11:19am • #33
Attended Rain Camp

Great post!  I have will definetely take some ideas from here!

 

 
12:58pm • #34
FEB
29
2008
231,708 Points 13 Featured Posts Outside Blog
I'm glad to see that this post is continuing to help you all out here on AR!
10:30am • #35
Is there a pretty good response rate on the surverys sent out? 
11:10am • #36
231,708 Points 13 Featured Posts Outside Blog
I have gotten every single one back so far!!!
12:55pm • #37
208,478 Points 1 Featured Post Outside Blog
Thanks for the post.  I've been begging for letters from my clients, but maybe if I pop by and bring the survey they can fill it out while I'm sitting right there.  This way they won't say anything really bad about me.  LOL.  Survey sounds like a good idea. 
1:47pm • #38

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Mike Klijanowicz - REMAX American DREAM Perry Hall Maryland Real Estate Agent (Baltimore & Harford County Maryland - REMAX AMERICAN DREAM) Rainmaker_large

Mike Klijanowicz - REMAX American DREAM Perry Hall Maryland Real Estate Agent

Perry Hall, MD

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Baltimore & Harford County Maryland - REMAX AMERICAN DREAM

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