Customer Return Referrability Evaluation
1
REFERRABILITY SELF-EVALUATION CUSTOMER RETURN REFERRABILITY SELF-EVALUATION Rate answers on a 1–3 scale. For more referrals, your goal is a minimum of 14 points. 1 = Don’t know/Don’t do 2 = Know a little/Do something 3 = We know exactly/We do this 1. We conduct an independent, phone based Client Satisfaction Campaign every 12 months. We use the campaign & the research outcomes to help convert prospects, retain clients & generate referrals. 1 2 3 2. We talk with prospective & inactive clients & understand exactly why they may not buy from us...& why they may have left us. 1 2 3 3. We specifically understand how our clients needs are best met by our service. We confirm with our clients that they understand & appreciate this value. 1 2 3 4. We understand with which clients, when & how, to talk about referrals in a way that makes our business & clients feel comfortable. We average 1 referral per client per year. 1 2 3 5. By explaining our referral process & using independent research that validates our service levels, we minimise the ‘referral risk’ that clients & referral partners may otherwise feel. 1 2 3 6. We ‘plant the referral seed’ & clearly outline that we welcome referrals on our website, in our marketing collateral & during meetings. 1 2 3 7. We are easy to refer to – our referral partners understand who, when, why & how to best refer to our business. We average 1 referral/month from each referral partner. 1 2 3 [email protected] 0410 471 200 1308/109 Pitt Street, Sydney NSW 2000 02 9347 2436 customerreturn.com.au 02 9347 2437
-
Upload
customer-return -
Category
Documents
-
view
10 -
download
2
Transcript of Customer Return Referrability Evaluation
REFERRABILITY SELF-EVALUATION
CUSTOMER RETURN REFERRABILITY SELF-EVALUATION
Rate answers on a 1–3 scale. For more referrals, your goal is a minimum of 14 points.
1 = Don’t know/Don’t do 2 = Know a little/Do something 3 = We know exactly/We do this
1. We conduct an independent, phone based Client Satisfaction Campaign every 12
months. We use the campaign & the research outcomes to help convert prospects, retain
clients & generate referrals.
1 2 3
2. We talk with prospective & inactive clients & understand exactly why they may not buy
from us...& why they may have left us.
1 2 3
3. We specifically understand how our clients needs are best met by our service. We confirm
with our clients that they understand & appreciate this value.
1 2 3
4. We understand with which clients, when & how, to talk about referrals in a way that makes
our business & clients feel comfortable. We average 1 referral per client per year.
1 2 3
5. By explaining our referral process & using independent research that validates our service
levels, we minimise the ‘referral risk’ that clients & referral partners may otherwise feel.
1 2 3
6. We ‘plant the referral seed’ & clearly outline that we welcome referrals on our website, in
our marketing collateral & during meetings.
1 2 3
7. We are easy to refer to – our referral partners understand who, when, why & how to best
refer to our business. We average 1 referral/month from each referral partner.
1 2 3
[email protected] 0410 471 200
1308/109 Pitt Street, Sydney NSW 2000 02 9347 2436
customerreturn.com.au 02 9347 2437
