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Approximate % of your company’s annual volume in:
___
Gen’l Bldg. ___Residential ___Industrial ___ Other
____
What is the approximate % of your firm’s
annual volume for each of the following:
(does not have to total 100%)
Public Agencies
Negotiated
Repeat Clients
Private Owners
Hard Bid
Other (please
specify)
How are expectations for client satisfaction established? (Rank from 1= most effective to 5=least eff/; use no. once)
Contract Requirements
One-on-one with the Owner
Other
Pre-construction meeting
Insight provided by A/E
Rank the following on the most effective way to solicit client feedback. (1=most effective;5=least eff.; use no. once)
One-on-One
Mail
Telephone
Internet
Other
Does your company have a formal process for collecting client feedback?
____ yes ____ no
If yes, how is the questionnaire typically developed?
(Select all that apply)
Internal Personnel
3
rd
Party
Standard Form
Client Input
Other
Typically, how long does it take your clients to complete your company’s survey?
0-15 minutes
15-30 minutes
30-45 minutes
45-60 minutes
60+ minutes
Rank the effectiveness of the following informal processes.
(1=most effective; 4=least eff.; use each no. once)
Face-to-Face with Client
Informal Social Settings
Regular Client Meetings
Other
Rank from 1-5 who has the primary responsibility for soliciting client feedback.
(1=prim. resp.; 5=least resp.; use once)
President/CEO
Sr. Mgm’t
Project Mgm’t
3
rd
Party
Other
How often is client feedback solicited?
Never
Weekly
Monthly
Annually
Other
Rank from 1-5 who is normally solicited to provide client feedback on performance of GC? (
1=most often; 5= least often)
Project Representative
Owner Rep.
Sr. Management
Owner
Other
With whom in the company is the client feedback shared? (Select all that apply)
CEO
Sr. Mgm’t
Project Mgm’t
Field Supervision
All Project Personnel
Please indicate the extent of your agreement with the following statements.
1=strongly disagree, 2=disagree, 3= neither agree or disagree, 4=agree, 5=strongly agree
Strongly
Disagree
(Circle
One)
Strongly
Agree
My company’s client feedback process is very structured.
1
2
3
4
5
Our formal process for gathering client feedback is more effective than the informal process.
1
2
3
4
5
Pre-Construction meetings are conducted before all jobs to establish client expectations.
1
2
3
4
5
Post-Project meetings with clients are conducted after every job to evaluate performance.
1
2
3
4
5
Client feedback is shared with all of the project team.
1
2
3
4
5
Client satisfaction feedback is regularly solicited from each client.
1
2
3
4
5
Client satisfaction is important for evaluating the project management team performance.
1
2
3
4
5
Once feedback is obtained, the project team develops a plan to improve client satisfaction.
1
2
3
4
5
If poor client satisfaction is identified, the mgm’t team responds in a timely manner.
1
2
3
4
5
Client satisfaction is important with regard to the long term success of our company.
1
2
3
4
5
How does your firm’s performance
over the past 5 years compare to industry averages? (mark one for each item)
(Top quartile
–
best in class)
Performance Measure
Top 25%
Next 25%
Lower 25%
Bottom 25%
Section II: Client (Owner) Satisfaction
Section III: Information Concerning Your Firms Performance