18 VIEWS
When feedback surveys do happen, it is usually by large practices and done in clumps every few years. A key benefit of the RIBA survey was giving smaller practices access to business-critical advice and using a larger sample than has previously been available.
But for feedback to be of most use it needs to be done as frequently as possible; as a minimum at the end of each project. Architects are concerned about asking ‘How was it for you?’ in case of getting a negative response. And let’s face it, how many projects run without a hitch from start to finish? ‘My insurers wouldn’t want me to do it’ is the usual cry. And indeed, chalking up potential claims is a consideration not to be taken lightly. But the benefits outweigh the drawbacks.
Architects are concerned about asking ‘How was it for you?’ in case of a negative response, and let’s face it, how many projects run without a hitch from start to finish?
Hawkins\Brown is initiating a client satisfaction survey to be conducted by a third party in a structured telephone interview lasting no more than 20 minutes. The aim is to find themes that run across one or more sectors and to provide evidence of what is working well and what can be improved. We also consider this to be a badge signifying to our clients that we care. We are also about to start using Listenback (
www.listenback.co.uk). Free to use, it allows you to seek regular and
frequent feedback on the sort of factors where clients (according to the RIBA survey) see inconsistent performance from architects. By collecting, monitoring and, importantly, acting on feedback scores, you have a tactical tool to steer clear of the traps known to dissatisfy clients and thus stay ahead of the competition. It also gives you solid evidence about what you’re like to work with, which could be extremely useful in writing bids and making pitches. The Listenback website is simple to sign up to and use, making it cost-effective and sustainable. Also, the feedback tool acknowledges that clients are busy people, making it quick and straightforward for them to respond.
So how does it work? You sign up for free to create a secure account, which gives you access to your dashboard. From here you can add your logo to the standardised feedback form and invite clients to give feedback through the Listenback website by emailing them a link. The webtool asks them to rate the extent to which they agree with eight statements on a sliding Likert scale. The statements are as follows: 1. They understood my reasons for starting the project
2.They managed their work for me smoothly
3. They were good team players 4. They pre-empted problems and responded quickly and effectively to issues as they arose
5. Their work was accurate and produced on time
6.They had due respect for my budget and commercial risks
7.They were good value for money 8. I would use them again and/or recommend them to others.
Architects have been marginalised over many years because they could not provide convincing evidence of the value they add
You are notified by email when the client submits feedback. Back on your dashboard, a tracker monitors what feedback you have sent out and whether the client has responded. The latest feedback is displayed. Older feedback can be seen by clicking in the tracker. Scores are expressed as percentage scores per factor.
The recommendation is to seek feedback at regular intervals during the project. This has two advantages. First, it gives your clients the chance to benefit from the feedback. Second, it generates more scores faster, allowing you to build a critical mass of data to reveal trends that you can act on. Although the CLG research suggests that the mere fact of seeking feedback makes a positive impression, the real value to you and your clients is what you do with the feedback. The data generated gives you many of the clues you need to design a better service. What’s more, the continuous learning becomes a spiral of measurable quality improvement.
Architects have been marginalised over many years because they could not provide convincing evidence of the value they add. It seems highly probable that post- occupancy evaluation and continuous client feedback can reverse this trend.
Nigel Ostime is delivery director, Hawkins\Brown Architects, and chair of the RIBA Client Liaison Group
ADF IS INDEPENDENTLY VERIFIED BY ABC
WWW.ARCHITECTSDATAFILE.CO.UK
ADF AUGUST 2018
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76
