Online customer support feedback surveys
How well is your customer support team doing? How great is your customer service? When you're running a business it's difficult to answer these questions, as you can't be hands on with every customer service request. However, we all know that when a customer contacts you for support, the value of a positive experience is immeasurable. By distributing online customer service feedback surveys you can measure the quality of your support , improve areas in which your team is struggling, and help ensure customer satisfaction at every point of contact with your business.
How customer service surveys can improve your business
Your customer service advisors and support team are on the front-line representing your brand or business every day. Brilliant customer service representatives will build relationships with your clients, ensure customers have a positive experience each time, and nurture long term loyalty with your business. Your customer service agents are, in many ways, the voice and personification of your company, so it's important to ensure they're doing the best job possible.
You can measure the quality and success of your customer service and support representatives with a quick customer service feedback survey. Send the online survey immediately after each interaction with your support team and analyse the collected results to discover areas that need improvement and interesting ideas from your consumers. Share these insights across the company, set new customer service targets, establish new procedures and provide additional training where necessary.
How to create a customer service feedback survey
When you design your customer service feedback survey try and put yourself in your customers' shoes and what you'd expect from a company. For example, create questions that collect information on how well representatives listen, how quickly they work and how friendly they are. Ask questions such as, "How well did the representative understand your query?", "How clear was the advice the representative provided?" and "How likely is it that you would recommend this company to a friend or colleague?" Assess hold times, product and service knowledge, convenience of opening hours, and if your customer service agents are leaving a good impression on your customers.
You can get further inspiration from one of our templates (see below), which can be customised to suit your needs or used as is. If you need any help feel free to contact us and our friendly support team will be happy to help.
Customer service feedback survey templates
Feel free to use or customise one of our ready-made online survey templates: