Most freelancers get their work from past clients referring them to their colleagues, friends and neighbors, which must mean they’re doing a great job, right? Just because you have continuous client work, doesn’t mean that there isn’t room for improvement.
There are about 55 million Americans freelancing now, making up 35% of the workforce, according to Upwork. These days, freelancers aren’t just picking up small projects for independent consultants, freelancers are now being hired by agencies and large companies for their services and being paid their rate to do so.
Whether you’re getting large contracts with prominent companies or you’re doing work for family friends, keeping your clients satisfied is the only way you can make a consistent income.
Here’s why you should be surveying customers as a freelancer:
1. Test potential products
Getting to know your customer better is a great way to find out what other services they may need, and if you can provide it for them. This also works if you already have new products/services in mind, and you want to see how your current clientele will respond to it. The ability to get feedback on new ideas before investing the time and money will take you a long way as a freelancer.
2. Plan for potential problems
Maybe it was something they mentioned in the survey that you saw as a future problem you could have with clients. For example, if a client mentioned that they really liked not having to pay you anything upfront would make you realize how dangerous it is to operate that way. Although a client may enjoy it, anyone would be able to understand that paying a deposit before any work is started is standard in most cases. Take the survey as the time to be agile and change current policies, but also find improved ways to operate in the future.
3. Get honest feedback
It doesn’t matter how long you’ve been practicing your craft, there is always room to be better at what you do, and how you treat others. Keeping the survey short and on a scale is the best way to go about it but I would also suggest leaving room at the end for open-ended feedback. This is where clients can express how happy they were with the work, processes, and professionalism.
Some other very important factors to assess during the survey is their loyalty to your brand and the competition. Do you know why your clients come to you in the first place? Do you know why they keep coming back? These are important questions to ask because they answers tell you where you should put your energy. If people want more design work from you than copywriting, put more of an emphasis on that when you’re promoting on social or thinking of new product or sale ideas.
While their intent to purchase again is related to their loyalty, it is a completely different factor. Be sure you can come to a clear conclusion if you can count on someone to use your services again, especially if their needs require continuous support from you.
Most people will have no problem filling out a quick survey from someone they worked with because it shows that you care about their time with you and want to give the best experience possible.
How do you measure client satisfaction?