free accountcustomer service surveys
Customer service surveys are akin to customer satisfaction surveys but focus in detail on the actual customer service - the process involved in receiving that service and an evaluation of the participants in the service process.
General Measures That Are Part Of Customer Service Surveys
- Customer Service Evaluation, Customer Feedback
- Reflect on your last service experience
- Overall, how satisfied were you with your overall service experience?
- How would you evaluate the service experience compared to other industries or compared to others within the industry? (This evaluation may be based on a set of standard service attributes such as the SERVQUAL survey)
- Tangibles – appearance of physical facilities, equipment, personnel and communication materials
- Reliability – ability to perform the promised service dependably and accurately
- Responsiveness – willingness to help customers and provide prompt service
- Assurance – knowledge and courtesy of employees and their ability to convey trust and confidence
- Empathy – the caring, individualized attention the firm provides its customers
- What was superior about the service?
- What was unsatisfactory about the service?
- Survey Process Evaluation
- Evaluation of problem resolution process
- What made the process superior?
- What made the process unsatisfactory?
- Evaluation of problem resolution process
- Evaluation of Responsiveness
- Evaluation of product value
- Courtesy
- Speed
- Knowledge
- Timely in service and customer support
- Easiness of refund policy and purchase process
- Waiting Time
- Evaluation of product value
- Evaluation of Assurance
- Ability to answer question/solve problem
- Efficient use of time
- Transferred to someone who answered the question
- Ability to answer question/solve problem
- Overall Satisfaction
- Who would you use if the current company was not available?
- What percentage of your purchases are made with [COMPANY]?
- How much of the product have you used in the last year?
- Overall, how satisfied are you with the product?
- If the rating is a 4 or lower, why do you feel that way?
- How likely are you to switch to a new company?
- How can we improve our current customer service process?
- Is there anything else you’d like to tell us either about your experience with the product or your actual usage experience?
- How can we best contact you for future evaluations about your experiences with our product?
- Who would you use if the current company was not available?
Contact one of our project consultants for more information on building a customer service survey.