ClearlyRated Survey Process
for IT Service Providers

ClearlyRated business directory - powered by Inavero

The only Net Promoter® Score survey package designed specifically for IT service providers.

Step 1: Register

Whether you're a small IT service provider interested in launching your very first client satisfaction survey, or a large firm looking to amplify the value of an existing survey practice - there's a ClearlyRated survey program designed just for you. 

Step 2: Prepare your clients

Never underestimate the power of preparation.

Notifying your clients about a survey ahead of time gives them the chance to prepare, and increases their likelihood of responding to the survey when they receive it.

Additionally, a pre-survey communication gives your firm the opportunity to remind clients just how much their feedback means to you - which could influence survey results in and of itself (86% of clients say that simply being asked for feedback improves their perception of their IT service provider).

Step 3: Collect feedback

ClearlyRated surveys are typically "in the field" (i.e. open for your clients to respond to) for a period of 2 weeks. During that time, you'll have a lot to keep you (and your team) busy. 

Follow up with at-risk clients

  • Real-time 'Detractor Alerts' notify you of at-risk clients as soon as they report their dissatisfaction.
  • 'Issue Tracking' empowers you to follow up on reported issues and track Detractor resolutions.  
  • Click here to browse our blog posts on service recovery >>

Celebrate service wins

  • Employee 'Shout Outs' are triggered when Promoters recognize a specific person on your team who went above and beyond for them. 
  • Use real-time Shout Out notifications to recognize service leaders across the firm and fuel excitement for the survey process. 

Give non-responsive clients a nudge

  • Maximize the number of clients who respond to your survey to eliminate blind spots and get the most accurate assessment of satisfaction.
  • It can require a personal touch to communicate just how important clients' feedback is to you and your company, so plan to reach out personally while the survey is in the field.
More questions about fielding a ClearlyRated survey?

Step 4: Maximize the ROI of your survey 

Many IT service providers fail to realize the opportunities to go beyond measurement with NPS.

At ClearlyRated, we believe a well-designed NPS survey program should place your company's service levels at the center of your marketing strategy - from retention and account growth to differentiation and improving your online search results.

Close the Loop

  • Make survey results and key findings available to your internal team. 
  • Communicate to your clients about what you learned and what you'll change. 
  • Commit to, and measure progress against, key initiatives that will improve service quality across the firm.

Take action on client feedback

  • One of the biggest mistakes IT service providers make is spending more time designing and analyzing their client survey than they do taking action on client feedback! 
  • Your clients took time out of their days to communicate their feedback to you - time to do something with it. 

Take client ratings and testimonials to the field

  • The quality of service you provide is nearly 2x more important to prospects than the cost of working with you.
  • More than 1 in 4 buyers of IT services say that client satisfaction scores and ratings influence their decision to work with a firm. 
  • 74% of buyers say that testimonials have a positive influence on their decision to work with a provider. 

Manage your ClearlyRated profile

  • Client survey responses will populate your firm's ClearlyRated listing with real-time star ratings and testimonials. 
  • Take advantage of the time after your survey closes to update your listing and manage your page. 
  • Click here to learn more >>
The time to act is now
  • 86% of clients say that being asked for feedback improves their perception of their IT service provider.
  • 97% believe it's important to have an open channel of communication to provide feedback to their firm.
  • 73% say they are more likely to take the time to provide feedback through a survey than in-person.
Time to act on accounting client surveys