Surveys and interviews that are filled by customers are called customer service surveys. They help to monitor and track the satisfaction of the customers.
The purpose of customer service surveys is to know the experience the customers had and how a company can improve to provide better quality services for their customers.
If a customer had a bad experience with the customer service provided by a company, he/she most likely will not recommend that company or its product to anyone else. In fact, when people in his/her social circle will hear about the experience, they most likely won’t opt for the products of that company either.
The customer service survey is a questionnaire that is designed to help companies understand what customers think about their brand, services, products, and customer service. Thanks to this, organizations have the opportunity to improve their products, optimize the experience, and also provide customers with what they want.
There are four main types of surveys. The first is the Customer Satisfaction Index (CSAT). It contains simple questions, usually with "yes" or "no" answers. The second example of this type of survey is the Net promoter Score, which asks customers to rate the probability that they will recommend a service or product to a friend on a scale of 0 to 10. Next, the percentage of critics from promoters is compared. Another survey is the Customer Effort Index (CES). It shows us how much effort it takes from customers to use the product or how much work is needed to solve a customer service problem.The last type is a milestone survey, which is sent at key moments in the customer's journey. You can base the timing of shipping on time or experience.
You can distribute a customer service survey in a variety of ways. You can send it by e-mail, in a regular newsletter, in a chat messenger or in social media. You have to choose which route you think will be the most optimal, whether to choose only one, several or maybe all. This requires specific analysis.
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