Feedback—Collecting the “Why” without burdening your customer

Everything seemed to be going great on the project.  You hit your milestones and even came in under your projected budget.  You made the delivery on time.  And yet, after receiving the final payment, you never heard from the customer again.  Why?  What happened?  What expectations went unmet? Frequently, businesses will use surveys to get feedback from customers after the conclusion of an engagement.  But surveys are frequently lengthy and can be burdensome to respond to.  Getting a good response rate is difficult.  Event if the customer does respond to your survey, it happens after the fact.  The customer’s recollection …

Continue reading