Providing excellent customer service is an essential part of your business and can be detrimental if it’s overlooked.
In fact, poor customer service costs U.S. businesses $83 each year and 71% of consumers have ended their relationship with a company due to poor customer service. So, how do you know if your customers are happy and you’re meeting their expectations? You ask! In this post, we’ll walk you through best practices and the types of questions to ask so you can get the most out of your customer service surveys.
Types of service survey questionsDepending on what you’re trying to measure, there are many types of surveys and questions you can ask to get a pulse on your customer service. It’s important to define your goals before writing your survey questions so you know the exact data you’re trying to uncover.
Agent-specific survey questionsOften, the agent your customer interacts with determines if they have a positive or negative experience with your company. Asking agent-specific questions is important because it lets you and your employees know if they’re meeting customer expectations. Once you uncover specific positive or improvement points, you can train and reward your employees. Common questions include:
- Based on your recent interaction regarding (insert incident), how satisfied or dissatisfied were you with our service team member?
- How courteous or uncourteous would you say our service team member was?
- How knowledgeable or unknowledgeable would you say our service team member was?
- How effective or ineffective would you say the service team member’s communication was?
- How much did you feel our service member wanted to assist you?