360 Feedback Survey Improves Customer Satisfaction

Targeted 360 Feedback For Consultants and Customer Service Representatives

The Survey of Client Relations™ (SCR) measures the strengths and challenges of the customer service consultant in responding to customer needs. Feedback on this important set of skills is solicited from those who observe those skills daily: Self, Boss, Client, and Associates. Successful consultant-client relations call for the same fundamental skills required of good managers and leaders. All are roles in which one person must both serve and influence others. Effectiveness depends upon a mixture of technical and interpersonal skills and attributes. The Client Relations Task Cycle® follows the Task Cycle Theory, a model that has been researched for more than 30 years.

The Phases and Dimensions measured in the Survey of Client Relations include establishing a rapport, identifying client needs and responding to client needs, while maintaining professionalism and approachability.

The Survey of Client Relations Task Cycle® Competencies

(***) These inhibitor dimensions may be too high unless accompanied by strong skills in the early phases of the Client Relations Task Cycle®.

Who uses 360 feedback from the Survey of Client Relations?

Any internal or external consultant/representative of an organization may use this 360 survey for feedback on his or her skills relating to customer satisfaction.

Who are the recommended respondents?

Important respondents are Self and up to three other respondent groups: Manager, Clients, and Associates.

Are there any special features?

Written comments gathered from three open-ended questions parallel the quantitative data:

• What does this person do that should be continued?
• What should this person do to be more effective?
• What does this person do that should be stopped?

Questionnaire Description:

• 55 questions in the Survey of Client Relations
• 3 open-ended questions

The Task Cycle family of validated 360 feedback surveys is published by The Clark Wilson Group, Boulder, CO. The Task Cycle® is a registered trademark of the Clark Wilson Group.