To review how to create client satisfaction surveys using intake forms, click here.
After receiving feedback from clients, you'll want to respond according to their scores.
You can create an email campaign using Mailchimp to automatically respond to clients that respond to your survey. All you have to do is assign the correct tags to your clients after they've sent in their feedback.
For this example, we'll group our client's feedback into three different tags, based on the score they left us: Detractors, Passives, and Promoters.
Detractors: Tag clients with "Detractor" if they score between 1 - 6. You'll want to design a MailChimp automated campaign using this tag to get any feedback on how to improve the experience they had with your firm.
Passives: Tag clients with "Passive" if they score between 7 - 8. You'll want to design a MailChimp automated campaign using this tag to follow up and find out what you could have done to boost your score to a 9 or 10. Find out what specifically was missing from their experience that would have made it perfect.
Promoters: Tag clients with "Promoter" if they score between 9 - 10. They loved you! You'll want to design a MailChimp automated campaign using this tag to ask for referrals from your Promoters. Since they're raving fans, they will be way more likely to refer their friends to you.
Example: Here, we see Frank had a great experience with our firm.
We can edit the contact and add the "Promoter" tag to his page and then click "Save".
What happens now?
Frank will now automatically sync over to Mailchimp in the list "Promoter". Over in Mailchimp, we can create an email campaign to ask all clients in the list "Promoter" for referrals. After Frank syncs over to Mailchimp, he would automatically receive an email asking for referrals.
For more information on setting up email campaigns using Mailchimp, click here.