For modern contact centers, analytics provide much of the data that drive business decisions around improving customer satisfaction. But customer satisfaction surveys still provide invaluable information about the quality and effectiveness of the service the customer received. In this article, you can find some of the top customer survey questions and get started quickly with templates that can be used with cloud call center software for collecting customer feedback.
There are a wide variety of indicators which can help you gauge customer satisfaction, and choosing the right ones will depend on your industry and product or service being offered. Customer response also varies widely across mediums, with the highest response levels coming from web-based surveys, SMS messages, or the interactive voice response (IVR) system immediately following a call.
To accurately assess customer experience, you also need to choose what metric you will use to collect the data. There are a number of ways to do this:
Below you’ll find 5 sample call center survey templates to help you measure customer experience:
Often this is the only question you need to ask. Based on Fred Reichheld’s concept of the Net Promoter Score, or NPS, this is an excellent measure of the call center customer experience as it provides fast and vital information about overall customer satisfaction. You can stick to the numerical assessment or provide qualitative response options (very satisfied, not satisfied, etc.).
If you do decide to use the additional long answer question, make it optional for customers who don’t feel like taking the time to write out a full answer.
Here is another simple assessment the call center can use to gauge customer satisfaction. The numerical scale can be adjusted to whatever level of detail you need (1-5, 1-7, 1-10, etc.) about the customer experience.
Besides overall satisfaction with the quality of their service, customers call you because they need to achieve a result. By asking about overall customer satisfaction with what they achieved, you can cut to the core of their main purpose in calling: getting results.
The kind of information you get about customer satisfaction from open-ended customer survey questions can be a bit more esoteric, and should generally be used only with more loyal customers, as the time it takes to complete can be a turn-off for some. Here are a few examples of open-ended questions:
As with open-ended questions, a longer survey should only be used when you have a higher level of confidence in customer loyalty, or when more in-depth responses are necessary for contact center quality management. In addition to any of the questions shown above, here are some additional data points you may want to collect:
There are as many different questions you can use for your customer satisfaction survey as there are ways to ask them. You can use one of the questions above, or any combination to effectively gauge customer experience. With the right distribution channel and a carefully chosen set of survey questions and metrics, you can get the information you need to make every customer interaction a success.
Watch our on-demand webinar, 5 Must-Haves for the 2019 Call Center, and learn more about how Talkdesk’s Enterprise Cloud Contact Center software can help you improve customer outcomes and maintain visibility across your entire business.
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