Market Studies 18
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[edit] Customer Service Surveys
Customer service surveys are akin to customer satisfaction surveys, but focus in detail on the actual customer service that was received, the process involved in receiving that service, and an evaluation of the participants in the service process.
[edit] General Measures That Are Part Of Customer Service Surveys
- Customer service evaluation, customer feedback
- Reflect on 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.
Ask for comments about what was superior about the service.
Ask for comments about what was unsatisfactory about the service.
[edit] Survey Process Evaluation
- Evaluation of problem resolution process
- Ask for comments about what made the process superior
- Ask for comments about what made the process unsatisfactory
[edit] 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
[edit] Evaluation of Assurance
- Ability to answer question/solve problem
- Efficient use of time
- Transferred to someone who answered question
[edit] Overall Satisfaction
- Who would you use if 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 did you feel that way?
- How likely are you to switch to a new company (if bad experience, how can we improve the process)?
- How can we improve the 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?