Effective Survey Questions on Customer Service
Effectively serving your customers is key to a successful business operation. Customer satisfaction surveys will provide valuable information regarding your strengths and weaknesses in this area. Direct feedback from your customers regarding recent business transactions helps you determine ways to improve your customer service procedures and increase your repeat business.
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Was the Customer Service Representative Friendly?
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It is very important that all customer service representatives speak in a friendly and helpful tone. Customers need to feel like their question or concern is very important. Service representatives should assure the customer that steps will be taken to correct any complaints or issues they may have.
Will You Purchase the Product or Service Again?
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It is imperative to know if your customer will continue to do business with you. If most customers answer no to this question, you will need to make changes in the services or products you are offering.
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How Long Did It Take for Your Call To be Answered?
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When a customer calls, they want their call to be answered promptly. Long wait times, calls being put on hold or unanswered calls are not acceptable. If customers are not satisfied with the timeliness of their call being answered, you may need to increase the staff size of your customer service department.
Would You Recommend Our Services to Others?
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The best form of advertising is satisfied customers. Increase sales and service often come from customer recommendations. You can offer a discount on services to current customers based on recommendations.
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References
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