Asking for customer feedback Thread poster: Bárbara Hammerle López-Francos
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Hello,
I am thinking about asking my major customers for feedback. The idea is that I would like to find out if they are happy with my work or which aspects of my work should be improved. I developed therefore a short questionnaire (3 questions). But I have still some concerns about this practice. I am not sure whether customers (e.g. translation agencies) are willing to spend some extra time on such an activity even it takes only a few minutes. How is the best way of asking for fee... See more Hello,
I am thinking about asking my major customers for feedback. The idea is that I would like to find out if they are happy with my work or which aspects of my work should be improved. I developed therefore a short questionnaire (3 questions). But I have still some concerns about this practice. I am not sure whether customers (e.g. translation agencies) are willing to spend some extra time on such an activity even it takes only a few minutes. How is the best way of asking for feedback in your opinion? ▲ Collapse
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If it's only three questions, I think most of your customers would be happy to complete it. You could even send it with each job.
Customer surveys are also good marketing. They remind people that you exist, and they show that you care about their opinion.
| | | | | I'm not sure... | Jan 11, 2016 |
Best feedback is repeat business, isn't it?
| | | | Mariano Saab
Argentina
Local time: 01:45
Spanish to English
+ ...
| Always ask for feedback | Jan 11, 2016 |
Hi. I do encourage asking for feedback, it helps you personally to know what your strong points are and what you should work harder on.
If you are sending a questionnaire then I guess it's not something you want to showcase on your ProZ profile or website. I don't think it'd be a good idea to let potential customers know what your weaknesses may be at this point.
If you are also interested in marketing yourself, ProZ's WWA entries are another good way to ask for feedback. It ... See more Hi. I do encourage asking for feedback, it helps you personally to know what your strong points are and what you should work harder on.
If you are sending a questionnaire then I guess it's not something you want to showcase on your ProZ profile or website. I don't think it'd be a good idea to let potential customers know what your weaknesses may be at this point.
If you are also interested in marketing yourself, ProZ's WWA entries are another good way to ask for feedback. It personally has helped me a great deal.
Hope that helped. Go for it!
[Edited at 2016-01-11 19:03 GMT] ▲ Collapse
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Thank you very much for your replies.
The aim is, as Mariano indicates, that it should help me to know better what my strong points are and primarily what I should work harder on. I would never publish the answers on a website, as my weaknesses are confidential.
My concern is only that I do not want to bother my customers to much, as I think that they are working with plenty of translators and that the may not want waste precious time with my questions...
| | | | Kevin Fulton 
United States
Local time: 00:45
German to English
| Nice idea, but ... | Jan 11, 2016 |
... don't expect a lot of responses. Most questionnaires of all types generally receive less than 50% responses, and given the general culture in this industry, your response rate will probably be lower, and the answers are not likely to be very helpful i.e., uncritically good.
As Ms. Borges indicated, repeat business is the best indication of customer satisfaction.
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that there are very different opinions about that.
I think it is a pity that the answers would not be helpful (i.e. uncritically good), when I just want a constructive criticism that helps me improve...
But I understand, this makes them spend their precious time. So it might be unrealistic.
I agree, the best feedback is repeat business, but is there a way to recontact former customers which repeated business many times during several years, but suddenly they do not contact yo... See more that there are very different opinions about that.
I think it is a pity that the answers would not be helpful (i.e. uncritically good), when I just want a constructive criticism that helps me improve...
But I understand, this makes them spend their precious time. So it might be unrealistic.
I agree, the best feedback is repeat business, but is there a way to recontact former customers which repeated business many times during several years, but suddenly they do not contact you anymore or only very sporadically. Is there a way to find out why? ▲ Collapse
| | | | Kevin Fulton
United States
Local time: 00:45
German to English
| Renewing contact | Jan 11, 2016 |
Bárbara H wrote:
but is there a way to recontact former customers which repeated business many times during several years, but suddenly they do not contact you anymore or only very sporadically. Is there a way to find out why?
Probably not. Project managers often have favorite translators, and when they take another job, their replacements may also have translators they prefer to work with. As much as I hate to say it, sometime price pressure favors one translator over another, regardless of quality.
One way to renew contact is to send an updated CV/résumé, reminding the client that you had worked for them in the past. Make sure you use a phrase like "Barbara H updated résumé" in the subject line of your e-mail, to avoid being considered a random applicant.
Good luck!
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Lingua 5B
Bosnia and Herzegovina
Local time: 06:45
Member (2009)
English to Croatian
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| The three questions.. | Jan 12, 2016 |
How can I even guess if they will be available to answer the three questions, if I don't know what the questions are? : )
"Evaluation" and feedback may be similar, but they are not the same. In any case, the client should provide everything relevant to your overall performance within their feedback, with or without your asking questions.
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Teresa Borges wrote:
Best feedback is repeat business, isn't it?
I agree with this idea. But many agencies rarely repeat businesses with new service providers, as I experience.
Pros has LWA. It is similar to the overall feedback of our service, though.
Soonthon L.
| | | | | That is good, but there is another better way | Jan 12, 2016 |
Bárbara H wrote:
Hello,
I am thinking about asking my major customers for feedback. The idea is that I would like to find out if they are happy with my work or which aspects of my work should be improved. I developed therefore a short questionnaire (3 questions). But I have still some concerns about this practice. I am not sure whether customers (e.g. translation agencies) are willing to spend some extra time on such an activity even it takes only a few minutes. How is the best way of asking for feedback in your opinion?
Questionnaire is good, but direct conversation, if possible, is better. You can get more extensive and deeper feedback, including impression, critics, suggestion, and recommendation.
[Edited at 2016-01-12 03:55 GMT]
| | | | | Excellent idea | Jan 12, 2016 |
I have done that several times (although with a slightly longer questionnaire) over the last twenty years and customers definitely appreciate that you make an effort to learn what they need. They love the chance to give feedback, even if they are really busy.
If you take their feedback seriously and take action to improve the areas they comment on, you will surely strengthen their perception of your services. However, do not send the questionnaire too frequently or they will grow ti... See more I have done that several times (although with a slightly longer questionnaire) over the last twenty years and customers definitely appreciate that you make an effort to learn what they need. They love the chance to give feedback, even if they are really busy.
If you take their feedback seriously and take action to improve the areas they comment on, you will surely strengthen their perception of your services. However, do not send the questionnaire too frequently or they will grow tired of it. ▲ Collapse
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