Jun 28 2009
Using Satisfaction Surveys As A Customer Service Tool
Customer service satisfaction surveys are a great way to learn how effective your company’s customer service organization and representatives really are from the viewpoint of the client. It doesn’t matter what type of business you operate, whether it is a service company or a provider of products, you can implement this simple, cost-effective technique to measure the success of your service to customers and clients.
In order for customer service satisfaction surveys to be successful, they must be short and to the point. Five questions is a good length, but don’t make the survey more than ten questions at the most. If it takes more than a minute or two to fill out the survey, many people will simply neglect to take the time, losing valuable input for your business organization.
Make the questions on your customer service satisfaction survey clear and allow the customer to provide feedback on a scale of one to five with one being completely dissatisfied and five meaning delighted with the outcome.
Questions to include on the survey include asking the customer if their problem was resolved to their satisfaction. Also, ask them if this is their first contact to resolve this issue. These are important measurements to learn if your customer service is fast and effective. If a client has found it necessary to repeatedly contact your business to resolve a problem, then work needs to be done. If they did not get the problem resolved, then research into the matter needs to be done to learn it this can be corrected.
Another point to bring out on a customer service satisfaction survey is to learn if the client found the quality of the product or service to be at fault. It is also important to learn the name of the representative that served this customer, both in the initial contact and in the customer service situation.
Provide a space on the customer service satisfaction survey that the client can write in comments. These will allow you to learn much more about the situation and whether the service provided was flawed.
Collect these surveys and gather the information. Identify strong points in your customer service and identify the areas that need improvement. Then, using the results from your customer service satisfaction survey, develop training and skills assessment to help your organization improve the level of service provided to customers and clients.
By Business Editor
