What We’re Raving About: Instant Feedback

What We’re Raving About: Instant Feedback

George Hayley

George Hayley

We’re raving about www.customerthermometer.com, a one-click, real-time client satisfaction survey.  In my freelance PR career, I’ve worked in about eight agencies, but none have been quite as obsessed with client satisfaction as we are here at Firefly. Every month, we ask our clients a different question about our service. For example, “Are you happy with your PR plan?” Or, “Do you believe Firefly gives good value for money?” Next month it could be, “Does your Firefly team have good attention to detail?”

When the thermometer results come back showing mostly gold (“I am very satisfied”) and green (“I am satisfied”) from the clients, cheers and congratulations abound in the office! If clients select orange (“I’m not sure”) or  red (“I am dissatisfied”), the agency seniors are on the phone to the clients immediately, to ask questions. It keeps us on our toes, the clients know they are being listened to and it makes for a more productive relationship. This instant feedback mechanism can go beyond client satisfaction. It could be used for internal communications on staff surveys, or even media surveys on the responsiveness and efficiencies of your press office.

Share this story:

Read more from the blog

Blog

Is AI compromising our curiosity?

As AI becomes increasingly prominent in our lives, it is time for comms professionals to consider the impact on creativity and curiosity. ...Read more

Selina Jardim
Selina Jardim
Technology

Cracking the communication code in technology

Often, when communicating about technology, conversations can become quite technical. How can brands cut through the noise and communicate effectively? ...Read more

Sameer Jama
Sameer Jama
Blog

How Barbie’s reputational overhaul painted the world pink

Barbie's reputation hasn't always been positive, but this year's Barbie film has changed the tides. What can this teach us about reputation shaping? ...Read more

Alexandra Kourakis
Alexandra Kourakis

Add a comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Is it time to shape your reputation?

We operate in London, Paris and Munich, and have a network of like-minded partners across the globe.

Get in touch

Sign up to Spark, our newsletter

Receive thought pieces from our leadership team, views on the news, tool of the month and light relief for comms folk

You can unsubscribe at any time, please read our privacy policy for more information