Customer Satisfaction Survey
1. It limits your liability.
dissatisfied client will describe your services to his/her agent, or
worse... to a judge, much differently than the truth. Procuring and
maintaining a copy of this survey will bring them back to earth, so to
speak. It is a handy document to have to present to a complaining agent
and can often end a legal action all by itself. It is the next best
thing to a deposition.
2. It alerts you to weaknesses in your service.
Often a client is too shy to complain to you in person about your
service, or worse... complains only to the agent who referred
you. Providing this survey offers your client a way to express his/her
dissatisfaction while you are still on the inspection site and can do
something about it. Customer feedback is necessary to improving your
3. It reminds your client that you don't have X-Ray vision. It
is important to explain to your client that a home inspection
can't reveal every defect that exists, or will ever exist, in their new
home. This Survey works in conjunction with InterNACHI's Agreement
(between you and your client) in that it again reminds them of this
4. It suggests that your client may wish to order ancillary inspections.
Some InterNACHI members offer additional inspections such as WDO,
radon, water quality and mold... for additional fee of course. This
Survey reminds them to ask about other services you might offer.
5. It grants you written permission to discuss the report with others. And
even more importantly, you can point to this document when a seller's
agent demands a copy of the inspection report by saying: "I'm sorry, my client has given me written orders not to share the results of his/her report with anyone."
6. It lets your client know you care about his/her opinion. Everyone likes being asked.
7. It helps you get you more work. By sending a copy of of the flattering Survey back to the agent who referred you, you remind that agent to refer you again.
And, if you provide your client with a copy of a book (such as the ones below), you drastically reduce your liability.
- Print off copies of this blank survey.
- Fill out the
- Near the end of the inspection, ask your client to
fill out the rest of the survey and sign it.
- Send a copy to the agent
that referred you.
- Email your client information regularly. You can
get articles from http://www.nachi.org/home-maintenance.htm and http://www.nachi.org/info.htm
- SAVE THE ORIGINAL FOREVER!
All downloads are in pdf format.
A message from our attorney Joe Ferry:
Client Satisfaction Surveys have
been shown to have manifest business development advantages for the
business that conducts them. Satisfaction surveys appeal to a
customerís desire to be coddled and reinforce feelings that they may
already have about the business conducting the survey and make them
more likely to purchase its products or services.
Surveys can also increase peopleís awareness of a businessís products and services and thereby encourage future purchases.
There is also an effect that is quite below-the-radar. The very act
of asking clients about their opinions can induce them to form
judgments that otherwise might not occur to them: that, for example,
they really do like your inspection services and ancillary services and
would not hesitate to recommend them to others.
In addition, the Client Satisfaction
Survey also provides a factual record of the clientís version of events
surrounding the inspection in the relevant time frame, thus inhibiting
the clientís ability to change his story to fit the circumstances of a