Customer Service Feedback Surveys

Ensure every customer receives great support, every time.

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:

• Customer Service Satisfaction
• Product/Service Satisfaction
• Customer Service
• Customer Service Feedback
• Motivation And Buying Experience
• Product Use Satisfaction
• Service Quality Evaluation
• Client Service Satisfaction
• Customer Support Evaluation

Customer Satisfaction Surveys

Are your customers satisfied? Happy customers, whether product purchasers or service users, are more likely to stay with your organization, buy more products and services, recommend you to new customers and be more forgiving when mistakes occur. So how can you improve customer satisfaction?

You need to ask customers what they think of your organization. Does your product represent good quality in their eyes? What do they think of your delivery, communication, and even your premises? Why do they buy your product when they do, and why do they buy from you and not from your competitor?

A customer satisfaction survey can provide you with this information. You can use it to make informed decisions, modify your products and services to meet customer requirements, and ultimately increase the profitability of your organization. With Quality Standards such as ISO9000, measuring the satisfaction of customers is a formal requirement.

Software that allows you to capture data in the most appropriate way

Customer satisfaction surveys are easy using Snap Survey Software. Snap handles all the steps in the survey process from questionnaire design and publication to data entry and analysis. Snap’s versatile questionnaire publication tools enable you to approach customers in the most appropriate way:

• Print paper questionnaires  to mail to customers or to hand to them when they visit.
• Use web surveys to ask visitors to your website what they think of it, or email them to invite them to take part in a satisfaction survey when they have used your service or bought a product from you.
• Use kiosk surveysto get direct and immediate feedback from customers in your premises.
• Use hand-held devices to interview actual and potential customers on the spot.
• Use Snap’s multi-language capabilities to adapt questionnaires for any world market.

Whichever method has been used for collection data, all the data can be merged and collated for analysis including the generation of sophisticated Smart Reports which can be run off for each department, location, region or country as appropriate.

Snap survey software is one of very few products available that is flexible enough, and powerful enough to run Net Promoter Score surveys.

Research Services that can help out just when you need it

Customer satisfaction surveys can be out-sourced in part or in full to our Research services team. With a wealth of experience in this area, Research Services ensures that the objectives identified in the research brief are met, data is collected and managed to the highest levels of accuracy, and results are presented in an intelligible yet comprehensive form.

Whether it is help developing questionnaires, or translating into other languages, or developing sophisticated Smart Reports, or just hosting online questionnaires, Research Services can assist. Research Services is a professional survey management service with over 25 years’ experience. No matter how small or large the survey task, our Research Services team can help.