ABSTRACT
Ask your clients to reply to the questions contained in the internal survey above, adapted only slightly for the client. Clients should mark these 1 to 3 as appropriate for 1 = poor, 2 = fair and 3 = good. A high rating of 24 or more may be encouraging but what is really important is the comparison between the results of the internal and the external survey. Where a clear mismatch is shown, this is where work needs to be focused.
