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How to Create Successful Customer Satisfaction Surveys

Helping You Customize Customer Experience

Getting a customer satisfaction survey right is vital if you want to keep the contact center working at peak productivity and customers happy. Importantly, each survey delivers insight into whether customer’s needs are being met as they interact with an agent, and gives a company the ability to make changes to the working of a contact center on the fly. Given below are the top points that need to be taken into consideration when creating a customer satisfaction survey of your own or outsourcing it to a company.

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Setting up a customer satisfaction survey to fulfill a certain objective or even cater to a specific product is a safer bet, than just creating one to handle a wide variety of customers. By tailoring surveys to suit a specific customer set, companies can ensure that results can be sifted through swiftly and changes made to the way calls and chats are handled.

One of customer satisfaction surveys best practices, is to outsource it when required and not fight the urge. The ability to outsource customer satisfaction surveys gives a company the added benefit of sending them out promptly once a customer finishes interacting with an agent in an inbound call center. This allows companies to gauge the impact of customer support and whether problems are being resolved within the minimum time frame.

Making a customer satisfaction survey stand out from among emails that arrive in an inbox will ensure that the end-user actually takes time to complete it. In order to do this, ensure that the survey is composed of the right logos related to your business and the graphics and text are outstanding.

Ensuring that a survey is mobile-friendly in addition to also displaying well on a laptop increases the chances that it will be completed by the customer. Mobile-friendly surveys allow for customers to complete them when they are on the go or at lunch, and they also give the impression that they can be easily finished compared to those that are email-based.

Putting emphasis on specific products such as a vacuum cleaner after a service-related call helps build customer satisfaction about the product. It also shows the customer that the company cares about their feedback and is looking forward to incorporating it into future models, which encourages them to remain loyal.

Positive feedback received in your customer satisfaction surveys, if posted on your social media handles or website, can help drive sales. Setting up a seamless process for outsourcing customer satisfaction surveys also means that your company can create them frequently and use them for customer acquisition and even drive sales for new products.

Successful businesses understand the fact that maintaining customers costs less than finding new ones. Customer satisfaction surveys have become a vital tool for improving the business and ensuring your new customers are more attracted to the company by reading their reviews on public forums, even before they start interacting with the company. Here are a few customer satisfaction surveys best practices and how they help build a brand name.

Customers tend to stick to a particular brand. They often spread the word by recommending its services or products with friends and family. It is one of the key benefits of customer satisfaction surveys as it gives specific information about both, the negative and positive perception of the brand, which further helps the sales or marketing teams to improve their services.

Ensuring follow-up surveys are not only a key customer satisfaction survey best practice since they serve as a medium or opportunity to update your customers regarding new products or how you have used their feedback and integrated their feedback to upgrade your service. The customers in turn feel more privileged as well as included in the process.

Customer surveys help you find out the missing piece of your customer service puzzle and helps you improvise. Happy customers spread a positive word of mouth and keep coming back to your brand. What more you could ask for?

Need a partner to outsource customer satisfaction surveys? Then you are at the right place as ExpertCallers has a raft of offerings to take care of all your customer satisfaction survey needs and we fine-tune each with the logos and branding that your company uses. We also design approaches and use new metrics such as Customer Effort Score (CES) that are best suited for a company and ensure that the results accurately reflect the mood of the customer.

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