How It Works
1. We Email The Survey Invitation
An email invitation to participate in your firm’s satisfaction survey is sent to all of your clients that you have done business with in the prior quarter. The survey asks the following three questions, along with 4 additional scaled questions that vary from firm to firm:
- How likely would you be to recommend XYZ Firm to a friend or colleague? (asked utilizing a 10 point scale)
- What is the primary reason for the rating you provided?
- What is one thing we could be doing differently to increase the value of our services to you?
2. We Collect The Data
Our online survey technology is built to collect responses from your clients 24x7x365. We capture their feedback and make it available in realtime in our Inavero Survey Dashboard. We generally recommend that your survey stay open to respond for 2 weeks to allow enough time to get an adequate response rate. However, the overwhelming majority of the responses come within the first 24-48 hours after the survey email invitation is sent to your clients.
3. We Provide Detailed Reporting
After the survey closes our reporting system will calculate your final Net Promoter Score and make it available in the Survey Dashboard. The dashboard details how your clients responded to all of the questions in the survey. For firms that have multiple offices or branches, we can provide detailed reporting in the dashboard for each segment.
Additionally, the dashboard reporting provides comparisons of your performance against industry benchmarks. This allows you to see how you stack up to other firms in your industry. (Not available in all industries)
4. We Certify Your Firm
Your firm becomes ‘Inavero Certified’ once you have completed the survey process. This certification represents independent 3rd-party validation of your commitment to client satisfaction excellence. Your firm is provided with the ‘Inavero Certified’ logo to use for marketing and business development purposes (e.g. business cards, website, sales material, and in any other way you would like to promote your participation).
What You Get
Branded Client Satisfaction Survey
Your survey is branded with your firm’s name and logo. This is key to obtaining a large response rate from your client base.
Realtime Survey Dashboard
All Inavero clients receive access to their survey responses in realtime with our online survey dashboard.
Account Level Reporting
Account level reporting makes it easy to take quick action when a client is unhappy with the service they have been receiving.
Alerts on Unsatisfied Clients
It is critical to know right away when a client is unsatisfied with your firm. We provide real-time email alerts if you’re rated low.
Many Reporting Options
We report data many ways. Firms with several offices, we provide office level reporting. Additional reporting options are available.
Industry Benchmarking
We do independent industry studies allowing us to compare your firm’s client satisfaction to the industry average.
Marketing Tools
After the survey is completed, your firm becomes ‘Inavero Certified’ to use for marketing and business development.
