How to Collect Client Feedback Effectively for Your Accounting Firm
Feb 10, 2025
In Part 1, we explored why collecting client feedback is essential, who you should ask, and the best times to request it.
But knowing when to ask for feedback is only half the battle, you also need to collect it effectively and know how to use it to improve your business.
In this second part of the series, we’ll cover:
- The most effective ways to collect feedback from clients.
- How to use ChatGPT to streamline the feedback process.
- Turning insights into action to improve your services and pricing.
Check out the full video on this topic here.
How to Collect Feedback Effectively
Different clients will prefer different ways of giving feedback. While some may be happy to fill in a quick online survey, others might prefer a more personal conversation.
To maximise response rates and gather useful insights, it’s best to use a combination of methods.
1. Face-to-Face Conversations
For high-value clients, the best way to collect feedback is in person. When you meet them, you can ask direct questions, clarify their responses, and gain more detailed insights than a survey could provide.
However, this method is time-consuming and not scalable. Reserve face-to-face feedback requests for your most important clients, those who bring in the most revenue or who you work closely with.
2. Phone or Video Calls
A phone or video call is the next best thing to an in-person meeting. This method allows for detailed, real-time feedback, while still being more efficient than a physical meeting.
When using this method:
- Prepare a few key questions in advance, but keep the conversation natural.
- Record or take notes to track common feedback themes.
- Follow up with a summary email to confirm key points discussed.
3. Email Surveys
Email is one of the easiest and most scalable ways to collect feedback. A well-crafted feedback request email with a link to an online survey can generate valuable insights without requiring much effort from your clients.
To increase response rates:
- Keep the email short and personal.
- Explain why their feedback is important.
- Offer an incentive, such as early access to new services.
- Include a clear call to action, such as “Click here to complete the quick survey.”
4. Google Reviews & Testimonials
If a client is particularly happy with your service, ask them to leave a Google review or written testimonial. Positive reviews help:
- Attract new clients through social proof.
- Strengthen your online reputation and improve SEO rankings.
- Build credibility that justifies premium pricing.
To make it easy for clients, provide a direct link to your Google Reviews page and a few example questions to guide their response.
5. Online Feedback Forms
Using tools like Google Forms, Typeform, or SurveyMonkey, you can create a structured form that asks clients to rate their experience and provide specific feedback.
Online forms are useful because they:
- Provide quantifiable data for tracking trends over time.
- Allow clients to give anonymous feedback, which may be more honest.
- Can be automated and sent at key touchpoints in the client journey.
Pro Tip
If a client takes the time to provide feedback, always acknowledge and thank them. A quick email or message letting them know their feedback was received helps strengthen trust.
FAQs
What’s the best way to collect feedback from busy clients?
Keep it simple. A short email survey with just one or two key questions increases the chances of a response.
How do I know which feedback method to use?
It depends on the client. High-value clients may prefer personal calls, while smaller clients might find online surveys more convenient.
What should I do if a client doesn’t respond to feedback requests?
Follow up once, but don’t push. Some clients prefer not to give feedback, and that’s okay. Focus on those who are willing to engage.
Final Thoughts
Collecting client feedback effectively means using the right method for the right client. By combining personal conversations, surveys, and online reviews, you ensure you get high-quality insights that help you improve your services and grow your firm.
But collecting feedback is just the first step. In Part 3, we’ll explore how to automate feedback collection with ChatGPT and use the insights to improve your pricing, marketing, and services.
If you found this valuable and would like to learn more about value pricing, we offer a free live online training session on a topic you choose every month. You can attend live and ask any questions you have. Click here to register, and we will send you an invitation to the next session.
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Wishing you every success on your pricing journey