Communication Plan Templates

 

Sent from Client Feedback Tool

Required communications are listed below.  These messages are sent from and/or are present within the Client Feedback Tool.

1. Survey Invitation (email sent to recipient)
2. Survey Reminder (email sent to recipient)
3. Survey Thank You Message (presented after response submission)
   
   

 

Message 1: Survey Invitation - sent by Client Feedback Tool

Purpose: Email invitation from Client Feedback Tool (CFT) that includes a link to the feedback request and your supporting invitation message. This is the first brand touch from CFT and is an opportunity for you to reinforce your firm’s brand commitment to excellence; even for those who choose not to respond.

Sample 1:

[Recipient First Name],

[FIRM NAME]’s goal is to consistently provide the highest level of service and value possible. We have developed a client feedback request to help refine our services and better meet your unique needs as our client.

This feedback request is specific to you and your recent experience working with our firm. Your response will immediately be delivered to the right people, assuring we put your feedback into action and provide better service to you. If you wish to discuss this process or provide feedback personally, please contact us at [CONTACT METHOD] so we may address your concerns.

Responding to this electronic feedback request should take no more than 2-3 minutes and is one of the easiest ways you can contribute to how we serve you. We hope you will take this opportunity to provide us an overall view of our service to you.

[Signature] (as setup in CFT)

 

Sample 2:

[Recipient First Name],

At [FIRM NAME], our goal is to provide the highest possible level of client service. To be effective, we are seeking your input to help us refine our services and better meet your unique needs as our client.

We invite you to complete this electronic survey on [FIRM NAME]’s services. Although the survey should only take two minutes or less to complete, it will deliver highly valued feedback that is easy for us to review and use. If you wish to discuss the survey or provide feedback personally, please contact me at [METHOD] so we may address your concerns.

[Signature] (as setup in CFT)

Message 2: Survey Reminder – Sent by Client Feedback Tool

Purpose: Email reminder from Client Feedback Tool that includes a link to the feedback request and your supporting reminder message.  Sent only to non-respondents as of the specified reminder date.

Sample 1:

We recently invited you to provide feedback regarding our services.  Unlike a generic survey, this request is specific to you and the services that our team of professionals provides you.  Your response will be delivered to the right people, assuring we turn your feedback into better outcomes for you.

Please take a moment to reply by clicking the “Give Feedback” button.  Your response should take fewer than three minutes to complete.  Thank you.

 

Sample 2:

We recently invited you to provide feedback regarding [FIRM NAME]’s services. In the event you have not had a moment to respond, we’d like to remind you of the opportunity to provide your feedback before the survey closes on the date specified below.  Please take a moment to reply by clicking the “Give Feedback” button. This feedback request should take no longer than five minutes to complete.

 

Message 3: Survey Thank You Message – Seen on Last Page of Survey after response submission (not another email)

Purpose: Acknowledge your appreciation for the client’s time and effort.

Sample 1:

Thank you for your feedback!

 

Sample 2:

Thank you for your feedback! Your response is invaluable and will allow us to continue to improve our relationship so that we can serve you better.

 

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Sent from your team (Client Savvy nor Client Feedback Tool sends any of the optional messaging).

Recommended client communications from leaders, PMs, and others.

1. (Optional) Introduction to Staff messaging from CEO
2. (HIGHLY RECOMMENDED) Introduction to Clients messaging from CEO
3. (Optional) Introduction to Clients from PMs / Other TBD
4. (Optional) Reminder to sender prior to send about OOO emails
5. (Optional) Follow up after reminder from PMs / Other TBD

Internal Announcement

Message 1: Introduction to Staff - messaging from the CEO

Purpose: Introduce staff to the feedback initiative, the purpose behind it, and lay out a timeline for the project and deliverables.

Sample:

Dear Colleagues,

As you know, we value our client relationships very highly. The root of our firm’s prosperity comes from clients who retain us year after year and trust us to do their work well. It is important that we do not take these relationships for granted, and instead continuously improve our ability to meet their specific needs.

At [FIRM NAME] we strive for [VALUES, VISION, ETC.] to consistently deliver on our mission of [MISSION].

Think about a time in your own life where it was obvious that someone really understood your needs and did everything they could to fulfill them. It felt pretty good didn’t it? Now put yourself in your client’s shoes and imagine their reaction when you do the same for them.

Every client is different. While our firm standards create a good foundation for successful project delivery, we may need to adjust for different clients, project managers, and possibly each unique project type. The only way to know for sure is to ask our clients.

In this next phase in our Client Experience journey, we will be utilizing Client Feedback Tool to solicit feedback from our clients. This feedback request we send will provide a reference point from which to move forward - with our clients foremost in mind. 

We are excited by this opportunity for each of us to continue to grow personally and professionally; and as a firm improve our client relationships to create real and lasting value.

More details will follow in the coming weeks. As we gather this critical feedback, we will share it with you so we can all improve together.

Thank you for your commitment to excellence at [FIRM NAME].

Sincerely,

CEO

 

Message 2: Reminder to SENDER prior to send about Out of Office/ Undeliverable emails

Purpose: Inform designated senders about the possibility of surprise emails (“Why am I getting all these Out of Office messages?!”).  Reiterate internal process after the feedback requests go live.

Sample:

[SENDER],

It’s almost time to send our Client Experience feedback requests! 

On [SEND DATE], our firm’s [SURVEY NAME] will go live around 9:00 am ET. Once the email invitations are sent on your behalf, it is possible that you may receive a number of Out-of-Office emails or undeliverable notifications. You may disregard out-of-office emails. For undeliverable messages, please forward them to [CFT ADMINISTRATOR] to investigate. We can resend those invitations after review and correction of the email addresses.

If at any time your survey recipients report they have not received their survey, please encourage them to check their SPAM or JUNK folders or reach out to [CFT ADMINISTRATOR] to issue them a new survey invitation.

We will issue an email reminder to anyone who has not responded by [REMINDER DATE]. A second wave of out-of-office emails may be delivered to your inbox then as well. 

Respectfully,

External Announcments

Message 1: Introduction to Clients - messaging from the CEO

Purpose: Inform client recipients about the upcoming feedback initiative so they’re know to expect it.  Sending this communication helps to increase awareness and thereby response rates. Makes a positive brand impression. Sets expectations for the impact to the client, and what your firm will do in response to the feedback.

Sample: 

Dear [CLIENT],

Thank you for trusting us with your business.  It is a pleasure and privilege to help you with your [SERVICE TYPE] needs.  You hire us to perform this work for you, expecting us to provide great service.  That is our goal, but we know we can always do better.

At [FIRM NAME] we consistently strive for [VALUES]. These values allow us to further our mission of [MISSION].

We are in the process of measuring how our clients perceive the experience of working with our firm.  Please look for an email coming from us soon asking for your feedback.  Should you click on the link to respond, you will be brought to a survey that has [##] questions and should take only 2-3 minutes to complete.

When you respond, the appropriate people in our organization will be notified, so we can immediately address your feedback and comments.  This feedback is not anonymous, enabling us to react to your unique needs.  Your participation is critical for our continued growth and improvement.

Thank you for your consideration.  We are eager to improve the quality of your experience and become your expert at [SERVICE TYPE].

With Regards,

[Sender: Principal or C-level person clients would know]

 

Message 2: Introduction to Clients – messaging from a Project / Client Manager

Purpose: Increase response rate by including a touchpoint from the relationship holder. This shows deep commitment throughout the organization and boosts engagement/anticipation from recipients.

Sample:

Dear [CLIENT],

Thank you for trusting us with your business.  It is a pleasure and privilege to help you with your [SERVICE] needs.  Our goal is to constantly provide the highest level of service possible.  To ensure we do this consistently, we will soon request your feedback.

You will see a feedback request coming from [SENDER/ME] soon via email.  Unlike a generic survey, this request is specific to you, not anonymous, and enables us to react to your specific insights.  Your response will immediately be delivered to the right people at [FIRM NAME], assuring we turn your feedback into better outcomes for you.

Thank you for your consideration, and we are eager to become your preferred expert at [SERVICE TYPE].

With Regards,

 

Message 3: After Launch Notification – Notice to Client Recipients after feedback requests are live

Purpose: Ensure that the recipients have received invitations and are knowledgeable about the purpose. Instruct recipients to check SPAM/junk folder in case message was delivered there in error.

Sample:

Dear [CLIENT],

As a valued [FIRM NAME] client, we are soliciting your input to evaluate how well our firm serves you and your needs.

Earlier today, you should have received an invitation to a short, [## Question] electronic survey from [SENDER]. The subject line of the email is [EMAIL SUBJECT LINE].

We encourage you to take the 2-3 minutes needed to participate. We will use your feedback to help improve the services we offer you and all our clients.

If you do not see the email invitation in your Inbox, please look in your Junk Mail or SPAM folder. Should you still not find the invitation, please let me know, so that we can provide you another way to access the survey.

Please don’t hesitate to let me know if you have any questions.

Sincerely,

 

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These templates are here as a source of guidance to get you started. Feel free to shape them into your own words! We do highly recommend developing a plan that fits your firms communication style - keeping it in your tone of voice will add the extra personalization and drive engagement.

For any additional support, reach out to your Client Success Manager!