Client Survey

[Dragonflies]

I have been in business for a year now and I want to mail or hand out a survey to my regulars (those I've seen more than 2-3x). I would love to poll them on the basics: customer service, atmosphere, etc... But I would also like to see how they feel my services have helped their health - most of my clients are coming to me for one complaint or another.<br><br>Does anyone have any suggestions about how to word some of my questions? I've looked at examples online and found the standard customer survey doesn't fit, nor does the patient survey that hospitals send out. So I figure I'll have to write it all myself, which isn't a problem but I'd love some feedback on this project. What would you answer in a bodyworker's survey?

[SpiritedJen]

I'll just throw out some stuff off the top of my head here. <br><br>Did you feel comfortable and respected?<br>How was the temperature of the room?<br>Was there a particular area you would have liked more work done on?<br>Was there something that you particulary enjoyed?<br>Was there anything that you did not enjoy?<br><br>Maybe something about the neatness and atmosphere of your room?

[Dragonflies]

I'll just throw out some stuff off the top of my head here.

Thanks Jen! Good ideas.  :)

[Aikaterine]

ditto on the top of the head thing...and it's midnight here...<br><br>What do you remember most vividly about your experience?<br>What would you tell someone who has never experienced[reflexology/MT/etc.]?<br>How responsive/tailored do you feel the session was to your specific needs?<br><br>You could include a few questions to assess the efficiency/effectiveness of pre-session business, like getting an appointment, etc.<br><br>Also, you could ask (if you're interested) if there is any other particular therapy or modality that the client might be interested in. That could let you know what your clients are looking for beyond your current services.

[sagetherapist]

First off, what kind of questions are you looking to answer? (I know you said 'the basics', but what kinds of Q's & A's would most benefit you?) I would say that doing a survey could be a fun & very informative tool to help you fine tune your services, but don't ask for feedback about things that you would not be willing to tweak or change. If you would tell us what you're after with this, we could help with more focus.... otherwise you're going to get buckets of great questions, but they might just make this a longer exercise for your clients. Know what I'm getting at?<br><br>I would definitely keep it brief & as much UNLIKE a 'test' as possible. Meaning, not the kind where you answer "very satisfied", "somewhat satisfied", "not satisfied", etc. <br><br>How about just a few, well-directed questions? You could have one kind of survey for the first visit. Another for regular clients, etc.<br><br>Just me, but as a consumer, I hate surveys. I really don't participate in them. Maybe you could have an incentive... put the participants in a drawing for a free additional half hour of reflexology, etc. You might get more participation that way.<br><br>Jill/Sagetherapist

[Masthera]

I am just getting my replies back.  After reading this thread I decided to do a survey.

I have had a good response and I have had all good surveys.  I have had some really nice compliments too!

Here is a copy of what I sent out:

Massage Survey

Please take a few moments to answer this survey.
Once this completed survey is received, you will be entered into a drawing for a free massage session.
Keep your half of the ticket attached to the survey.
(you won‘t be eligible if you can‘t produce your ticket)
To keep things as anonymous as possible, please don’t add your name to the survey.

1.  I receive the desired results from my massage therapy sessions.

Yes
No

If no, please explain_________________________________________________

2.  The massage room is comfortable, clean, and has minimal distractions.

Yes
No

If no, please explain_________________________________________________

3.  The massage therapist is professional, friendly, and listens well to my needs.

Yes
No

If no, please explain_________________________________________________

4.  The massage therapist keeps conversation to a level that is comfortable for me.

Yes
No

If no, please explain_________________________________________________

5.  I feel the prices for the services offered are fair.

Yes
No

If no, what are your suggestions_________________________________________________

6.  I feel the massage therapist keeps up with new developments in massage and incorporates in new techniques.

Yes
No

If no, please explain_________________________________________________

7.  I feel the massage therapist chooses music that I enjoy during my sessions.

Yes
No

If no, please explain_________________________________________________

8.  I feel the therapist is accurate in assessing how much pressure to use during the massage session and adjusts accordingly.

Yes
No

If no, please explain_________________________________________________

9.  I would be interested in a referral rewards program.

Yes
No

Suggestions for types of rewards:_________________________________________________


10.  Is there anything that you would like to see done differently?

Yes
No

If no, please explain_________________________________________________

The section below is for any additional suggestions that you have that you would like to share.  

_______________________________________________________


Please remember to tear off your half of the attached ticket.

Once completed, please place the survey in the self-addressed envelope I have provided you, and mail it back to me.  The deadline for the survey/drawing in July 31st, 2005.  The drawing will be held August 1st, 2005 and the winner number will be posted on the website.

Thank you again for taking the time for fill out this survey.

Your time and opinions are very much appreciated.

I attached a raffle ticket to each survey and provided a stamped self-addressed envelope.  The client removes their half of the ticket and the other half is still stapled to the survey.

I have been able to realize that I have done well with the areas I was concerned with.  It is nice to have the feedback just to double check yourself and how you run things.

[sagetherapist]

Great job! I think you put together a fabulous survey. <br>Jill/Sagetherapist

[SpiritedJen]

I agree, very nice survey About how many did you send out? I hope you get most of them back!

[happyhands]

Great idea.  ;) I have got to do this soon.

[Masthera]

Thanks for the compliments! <br><br>I sent out about 35 and have received about 15 back so far.   <br>I only sent them to the clients that I have at my home office and not the ones from the chiropractor.<br><br>There are a few that I know I won't get back since the clients are too busy and won't take the time, but that is fine.  They won't be eligible for a free massage. <br><br><br>

[KaiMT]

Outstanding! Masthera,<br><br>I think I'll take a page out of your book and try surveys with my clients.  I was thinking though of offering some type of consolotion for thoses who do not win the raffle and took the time to complete and return the survey.  Thank for sharing with us.

[Masthera]

I was thinking though of offering some type of consolotion for thoses who do not win the raffle and took the time to complete and return the survey.

<br><br>I had thought about this too, but in order to keep it anonymous I wouldn't have been able to.  <br>That would intale knowing who sent in their survey.<br><br>I thought about a secret prize for the first survey received, I might still do that.

[pueppi]

I know this is an old thread from 2005, but I thought I'd add this info in the "most appropriate thread".

Just filled a questionairre/survey out for a colleague recently.

I thought someone may be interested in the company he used. He used the paid version, but I noticed they had a free version too, which may be helpful to someone out there. He sent it to me via e-mail, and it was simple to use and easy to read (with check boxes AND options to add in writing other info.)

SurveyMonkey.com

[JasonE]

Just one thing about your survey:

10. Is there anything that you would like to see done differently?

Yes
No

If no, please explain_________________________________________________

I believe you meant say "If YES, please explain..."

You may also want to invite positive comments for "Yes" replies to the other questions. These comments will give you more insight into the little things you are doing well that keep them coming to you rather than going elsewhere for massage. The things you would expect are often not what they will say.

And if you get some really good comments, you may also use them as testimonials.

[cstbrian]

Don't you think people are more honest if the survey is done anonymously? I understand giving the incentives to get people to get the info back. But, don't you think requiring them to give their names will have an effect on how they answer?

Just a thought.

[tiger snacks]

Use these suggestions on the paper but maybe at the bottom or top add, "If you would please take the time out to help me out by filling out this survey, I will be glad to help you out in return. Submit this by mail, or walk-in/appointment, and I'll be glad to discount your treatment 30%-50% off" etc etc etc

[ranchnet]

I find we get our best results doing a couple of things:

1. Keeping it short. I'll often try to limit surveys to two questions, and usually something qualitative, like, "What did you like best about your experience?" and "If you could change or add one thing to your experience here, what would it be?" The first one often gives some great testimonial-type feedback, the second some great ideas for improvement.

2. Doing it online. You can make a quick survey using Survey Monkey, and send out the link. Easy and free!

When we tell people, "The survey only has two questions and will take less than three minutes," they tend to respond well. As for anonymity, I think it's the best way to get honest, constructive feedback. You can make it optional, adding, "Can we use your feedback to promote our services? If so, please enter your name below." or something similar.