‘Little and often fills the purse,’ is how the saying goes. This is also our mantra for collecting client satisfaction feedback for 2011, to improve what and how we deliver to our clients. We used to survey our clients every year – which served its purpose – but it was not enough. What about the rest of the year? Those ‘up and down moments’ are present in any intense relationship, especially those charged with constant demands for high performance in order to meet expectations. If left buried, those little niggles can fester and might end up eventually as a contract termination notification. Agencies mostly lose clients because of a sense of complacency. Fact.

For 2011 and beyond, we will ask every client a different, simple question a month to get regular and instant feedback on our all-around performance. All it takes is two seconds to reply – hence little and often. Any client unsure or unhappy gets instant attention and a plan to put things right.

Here are the results from this month’s question. We asked our clients if they would recommend Firefly as an agency to work with. It gave a very satisfying result.

Our thanks to <mailto="imogen@questionone.co">Imogen Bailey of QuestionOne for the inspiration. Our clients have embraced our Firefly client satisfaction thermometer. It can only do good.