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Client experience survey

client experience survey

Looking to gauge how Life Coaches, Business Coaches, and Consultants perceive and manage their client experiences?

This Client Experience Survey is tailor-made for you. Businesses in the coaching and consultancy industry can glean valuable insights to refine their services. You'll get a peek into strategies, tools, and even the challenges professionals face in their interaction with clients.

Let's get started. Here's to better client relationships!

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Questions to include on your Client experience survey

1. Personal Information

This section is for collecting basic data about the respondents which can be useful for demographic analysis.

  • What is your full name?
  • What is your contact email?
  • What is your professional title? (Life Coach, Business Coach, Consultant)

2. Professional Background

Understanding the respondent's professional background helps to contextualize their responses based on their unique experiences and roles.

  • How many years of experience do you have in your profession?
  • What are the main areas you focus on in your coaching or consultancy?

3. Client Experience

This group of questions allows you to gauge the nature of their interactions with their clients and their perception of the client experience.

  • How many clients do you typically work with in a month?
  • How do you primarily interact with your clients? (Face-to-face, Video call, Phone call, Email)
  • How would you rate your overall experience with your clients? (1- Bad, 5- Excellent)

4. Service Evaluation

In this section, we ask about their service delivery to understand how they manage the client experience.

  • What strategies do you use to manage your client's expectations?
  • How often do you seek feedback from your clients? (After every session, Once a month, Quarterly, Never)
  • How do you implement the feedback received from your clients?

The question about feedback implementation is important because it shows how adaptable and responsive the respondent is to their client's needs and suggestions.

5. Improvement Suggestions

This last group is for respondents to share their thoughts or suggestions for improving the client experience.

  • What tools or resources do you think would help improve your client experience?
  • If you could change one thing about your current interactions with your clients, what would it be?

Other question ideas

When you are creating your Client experience survey, here are some additional questions you may want to consider. These won't apply in every case, but should give you some ideas as you build out your form.
  • How do you measure the success of your coaching or consultancy sessions?

    • This question could provide insights into what metrics or indicators they use to gauge their effectiveness. This can show their level of self-awareness and commitment to continuous improvement.
  • What are the common challenges that you face during your coaching or consultancy sessions?

    • The answers to this question could reveal the potential obstacles or issues that can impact the client experience. This information can help you develop solutions or strategies to tackle these challenges.
  • How do you handle dissatisfied clients?

    • The response to this question could reveal how they manage conflict and their skills in managing difficult situations. It can also show their customer service skills and their approach to resolving issues.
  • Have you ever ended a relationship with a client? If so, why?

    • This question could shed light on their boundaries and their professional ethics. It could also reveal the circumstances under which they find it necessary to terminate a client relationship.
  • How do you maintain your professional development and keep abreast of industry trends?

    • The answer to this question could indicate their commitment to professional growth and staying current in their field. This can have a direct impact on the quality of service they provide to their clients.
  • Can you share an instance where you turned a negative client experience into a positive one?

    • This question allows them to showcase their problem-solving skills and their ability to turn challenges into opportunities for improvement. It can also reveal their resilience and adaptability.
  • How do you ensure that you are delivering value to your clients in each session?

    • This question holds them accountable for their service delivery and can provide insights into their understanding of value from the client’s perspective. It could also reveal their approach to ensuring client satisfaction.

Things to consider

  1. Question Clarity - Ensure the questions are as clear and concise as possible. Avoid industry jargon or complex language that might confuse respondents.
  2. Form Length - A long form can feel tedious and discourage respondents from finishing it. Aim to strike a balance between gathering comprehensive information and respecting the respondent's time.
  3. Required Fields - Consider making essential fields such as contact information "required". However, too many required fields can overwhelm respondents, so use this feature sparingly.
  4. Use of Dropdowns and Radio Buttons - For questions with a limited set of responses, use dropdowns or radio buttons. This makes the form easier to navigate and speeds up completion time.
  5. Logic Jump - If possible, use a logic jump or conditional logic feature. This allows you to make certain questions appear based on previous responses, providing a personalized experience.
  6. Feedback Section - End the form with a feedback section where respondents can share any other thoughts. This can provide valuable insights that your questions might not have captured.
  7. Thanking the Respondents - After submission, show a thank you note to acknowledge the respondent's effort and time. This gesture can improve the overall user experience.

How to create your Client experience survey

Now that you know what questions you should include, it's time to build your form!

The only problem is that traditional forms tools are inefficient.

People will forget to fill out your form. They'll get stuck halfway and not be able to finish it. Or they'll send you the wrong stuff. You end up wasting hours chasing people down over email. 

That's why you should give Content Snare a try. 

Content Snare is packed with advanced features that will have you hours:

  • Automatic reminders - Remind people to complete their form with fully customizable reminders.
  • Reject incorrect information - If a single question is filled out incorrectly, ask your client to re-do just that one item.
  • Autosaving - No progress gets lost. People can fill out forms in multiple sittings.
  • Comments and questions - If the person filling the form gets stuck, they can ask a question without having to email you.

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