Using online surveys to measure call center customer satisfaction will help you identify the key drivers of satisfaction at each stage in the customer journey and assess how you’re performing against your key customer metrics. You’ll be able to see the improvements to focus on to have the biggest impact on your customers and your bottom line. This could lead to improved customer retention, loyalty, and overall customer satisfaction.
This customer service survey template starts by asking customers about overall satisfaction and continues by asking questions that will lead you to important metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). You’ll understand if a specific interaction changed the way a customer feels about your brand and what drives those feelings.
Customer feedback questions about interactions with the individual customer support agent will allow you to provide targets and benchmarks for your call center staff. Finally, the customer service survey ends with an invitation for the customer to be contacted by your company. You should always speak to a customer if he requests a follow-up, especially if he had a negative experience. It’s better he talks about his experience to you and not his friends.
Qualtrics Contact Center Customer Experience program turns data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today.
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