Mary Dejevsky, one of the columnists in The independent newspaper, wrote pretty scathingly about process of gaining feedback (see this link).
Its well observed and quite funny in pinning the practice of “bog standard” questions which don’t provide real meaning to the firm, don’t give value to the client, and which the firm doesn’t do anything about. It nails the still common practice of using templates that produce measures on things which may not matter.
Does your process of gaining client feedback gain the value it could, for you and your clients? We’re happy to provide a free review if you’re not sure. Drop me to robin @ thrivingcompany.co.uk if you think this may help.