Has anyone ever done this?

[discoinferno]

We have been running our disco now pretty successfully for a number of years and have had a good share of repeat bookings too. However, because the nature of the work we never get a proper feel on how good our service is, we have never had any negative comments from customers so I can only assume that we are providing a good service.

I was thinking of putting together a questionnaire to send out to clients after events for some general feedback and how if anywhere we can improve on our service. I know this is something that lots of companies do and wondered if any of you have done this and what results it brought if any.

Cheers.:beer1:

[Shakermaker Promotions]

I send out a feedback form to the customer after every gig. The reason I do it is because I want to know what they thought of the service overall. Yes, you get thankyou's on the night etc but it's nice to know what they really think of the whole service.
Some people look at it and have commented in the past on stuff like this negatively. I don't see why?

I'd say that it's about 50% of the forms that come back. I think the majority of people probably think that once it's over and you've done what you've been paid to do, that's it.
The questions aren't difficult, time consuming etc....I wish more people would do it.

[Shaun]

We have been running our disco now pretty successfully for a number of years and have had a good share of repeat bookings too. However, because the nature of the work we never get a proper feel on how good our service is, we have never had any negative comments from customers so I can only assume that we are providing a good service.

I was thinking of putting together a questionnaire to send out to clients after events for some general feedback and how if anywhere we can improve on our service. I know this is something that lots of companies do and wondered if any of you have done this and what results it brought if any.

Cheers.:beer1:


I used to send a link to my online feedback form to all clients. I keep forgetting to do so though, haven't sent one in months.

I'll PM you a copy so you can take a look. Don't worry that you can't reply back, you wont be able to PM back till you reach 10 posts or more.

[discoinferno]

Thanks for the help guys.

[ppentertainments]

I used to send out feedback forms but stopped as I felt they did not give a true indication of what they liked/did not like.

Instead, after a function I sometimes drop a quick email asking if everything was ok for them, If they enjoyed their evening and wish them luck for the future together etc.

This leaves a 'blank sheet' for them to reply and the returned email is much more genuine and usable than set questions.

[discoinferno]

Thanks for the info and PMs

[DazzyD]

I do a customer review every two years and use the results to shape the business for the future as I get to know what works and what doesn't. People's likes and dislikes change over time so a successful business has to adapt to reflect this.

The only downside, some would say, is the question of can a client accurately remember a service they received 18 years ago? Maybe I should do this process annually for more accurate results.

[Jonny Boy]

I have just started sending a feedback form within the booking pack rightinafter verbal confirmation, and explaining that we will seek feedback on the overall service from the first call, so it's sent early "to make you aware of it now."

I then email it again after the gig alongside the usual thanks, congrats & pleasentries. There is also the URL for them to go online and use the form built into my website.

After each question's set of tick-boxes (outstanding>>>very poor) there is also space for a specific comment on the aspect of the service. Then a afinal "any other comments" section at the end.

[discoinferno]

Out of interest - how many completed forms do you receive back?