I’m a huge fan of creating an on-boarding process for new clients. It makes attracting and signing new clients so much easier, efficient, and professional. A large part of my system involves a detailed client questionnaire. This helps me get to know the client before work begins. But, what happens after the work is complete? Do you have a process with an end-of-project survey?
Creating a client off-boarding process can be just as important - if not more so - than an on-boarding process. This is because the off-boarding is the last impression that you leave for a client. It’s where you can gain invaluable insight for your business, obtain testimonials & social proof, as well as set your clients up to sing your praises (aka referrals).
What you don’t want to do is complete a project and not give clients next steps.
I suggest crafting an end-of-project survey to send to clients as close to project completion as possible. You want their experiences to be fresh in their mind. This could be something as simple as an email or you could use an online survey tool like Google Forms or SurveyMonkey. There are a ton of online options.
Here are some pointers for an end-of-project survey:
Give a deadline - creating urgency is important
Send a reminder - but respect that some clients won’t want to complete the survey
Consider simultaneously sending an end-of-project gift and thank you note.
Avoid yes/no questions.
Know your goal for the survey - improvement, social proof/testimonials, data gathering.
Ask clients if it’s okay to quote them.
Keep the survey short - client will be more likely to complete it. Aim for about 15-20 minutes max.
Ultimately, the goal of an end-of-project survey is to learn what you do well and maybe where there is room for improvement. What you ask is up to you and what your business goals are.
For example, do you want to improve your marketing - asking “Did you have any hesitations about hiring an interior designer?” will help you uncover what may be stopping potential clients from hiring you and address their concerns.
If you want to determine if something specific is working - ask. “How do you feel XYZ Interior Design used creative solutions in your project?” or “How would you rate our communications?”
Question Examples for Client Survey
Did you have any hesitations about hiring an interior designer? If so, what made you move forward?
Are you happy with your home? Why or why not?
Has your new home made a difference in your quality of life? If so, how?
Would you recommend XYZ Interior Design to others? Why or why not?
Was there anything about the process that you would have liked to know before we started?
Was there anything during the design process that surprised you?
How has your family taken to the new home?
What was your favorite or best part of working with an interior designer/ XYZ Interior Design?
Was there anything we could do to improve your experience.
Have you benefitted by working with an interior designer? If so, how?
What is the most important thing that future clients should know about working with an interior designer?
Were you satisfied with ____________ (client communications/ client preparation/ creativity/ use of innovative solutions/ product quality/ design knowledge/ value/ professionalism/ vendors/ billing/etc)