For any business to truly be successful, they need to know their customers’ insight into the service they are providing. CSA believes that whether positive or negative, all feedback needs to be treated with the same level of importance. We are committed to providing high-quality services that ensure client expectations are met, and we do that by incorporating feedback into our work to continually improve.
One thing that makes us stand out is that we have an entire process built around feedback and we do not consider a project to be closed out and completely finished until we have received feedback and discussed how we will improve on future projects. Like the old adage says, “nothing changes if nothing changes.”
Step 1: Collecting Feedback
At CSA, we demonstrate our commitment to providing high-quality services by formally collecting project feedback in a few different ways. At the end of every project, we send out client surveys to gather information about the client’s experience. This survey is distributed to the project team—the individuals who were in the weeds, working on the project, as well as some more managerial project members. We have found this method to be a good way to get an overall feel of the client’s satisfaction as it also gives them a chance to provide additional comments, thoughts, or suggestions on how the entire project went.
CSA doesn’t just stop there. We also care about what our contractors and staff have to say. Along with client surveys, similar surveys are sent to contractors and internal staff to obtain their feedback on the project itself or anything else that comes to mind from the time spent working with CSA. This step is all about information gathering and setting the foundation for the next steps.
Step 2: Analyzing Feedback
Once all the survey responses are in, the project management team reviews and analyzes the feedback. A project is not officially closed within CSA until a final wrap-up, “closeout” call is held. The closeout call consists of a presentation from the internal, “boots-on-the-ground” CSA team to CSA’s Executive team (Senior Directors, VPs, CEO). A comprehensive agenda is put together outlining all survey feedback along with any other important details the team wants to note about the project. This could include anything from client preferences to challenges and solutions encountered, to ideas for future iterations of a similar project.
Arguably the most important topic of the closeout call is the last item on the agenda: key takeaways. This is the time for the team to discuss and note any lessons learned throughout the project—whether client-, contractor-, or CSA team-specific—that can or should be applied to other projects.
Step 3: Implementing Feedback
Once the closeout call is complete, all of the notes taken during the call are added to the agenda document. The agenda document is saved in a location that is easily accessible by all internal stakeholders so it can be referred to at any time in the future as more work is awarded from that client or a similar type of project comes up.
For any noteworthy feedback pertaining to a specific contractor (such as strengths/weaknesses, work availability, etc.), those details are also added to CSA’s contractor database so anyone looking to assign work to that specific freelancer can view that valuable information and take it into consideration.
At CSA, we are committed to excellence in every project. Our comprehensive feedback and review processes help us continuously improve and provide the highest quality services. By listening closely to our clients, contractors, and staff, we refine our approach to ensure we exceed expectations every time. Please reach out if you would like to learn more about how our dedication to feedback benefits every project. We look forward to collaborating with you.