Outsource Customer Satisfaction Survey Services

Helping you understand your customers better

ExpertCallers has over 12 years of experience helping clients identify areas for improvement through offshore customer satisfaction surveys. Our invaluable experience can help you get objective, accurate and precise evidence of how satisfied your customers are with your services.

Give us the purpose and leave the rest to us. We will determine your target audience, develop the guidelines, identify the vehicles, design the questions and set the benchmarks for you so that you get what you want on a platter. And there is more! We arm you with the insights that matter.

What We Cover?

As a leading third-party customer satisfaction survey company in the industry, we offer a diverse range of outsourced customer satisfaction surveys including:

Customer Satisfaction Surveys

  • Customers' interest in existing and new products or services
  • Effectiveness of your customer service and after-sales programs
  • Product-related satisfaction
  • Overall satisfaction

Employee Satisfaction Surveys

  • Working conditions
  • Recognition and rewards
  • Policies and procedures
  • Compensation/benefits
  • Career development
  • Overall satisfaction

Customer Satisfaction Survey Process

We specialize in carrying out comprehensive outsourced customer satisfaction surveys and our survey process can be outlined as follows:

customer satisfaction survey Process
  • Setting Survey Setup

    Our experts will start by having an in-depth conversation with your team to understand your business process as well as subsequent goals and then construct a survey to meet those business requirements.

  • Create the Survey

    Drafting relevant questionnaire and building mechanism for feedback collection will be done here. The team will gather the elements to create survey plan and draft the mechanism along with questionnaires to collect maximum numbers of feedback from the customers.

  • Posting Questions and Information

    ExpertCallers’ team will choose the questionnaire distribution and survey collection method as per the business needs of the client. We can pick any method from online customer satisfaction surveys, telephone surveys or email surveys depending on the nature of the assignment or as per the client’s instruction.

  • Scanning Survey and Converting Data

    Our expertise in Optical Character Recognition (OCR) and Intelligent Character Recognition (ICR) gives us the power to convert the data in various required formats.

  • Survey Interpreting, Analysis and Reporting

    Our analytical experts interpret and analyse the data by state-of-the-art data mining and correlation techniques depending on the nature of the project. Interpreted data is converted into tabular data and graphical charts are created to make it easier for the client to understand the trends and other happenings.

Outsource customer satisfaction surveys

How we master customer satisfaction surveys

Businesses all around the world are beginning to notice the importance of customer feedback. Our survey services can provide you with crucial information about customer behaviours. Besides, opting for customer survey companies like Expert Callers ensures targeted customer satisfaction questionnaires prepared by our experts which are an excellent way to get new and fresh ideas about your products and services, increase customer retention, which translates into more money and more business.

Here's a breakdown of the key qualities of our customer survey team:

Customer patience

Patience is the most critical skill that we look for in our team members during recruitment and training. By being patient and calm while facing agitated customers or tackling a difficult service issue, our experts can help calm them down and quickly defuse the situation.

The customer satisfaction survey providers at Expert Callers face several customers every day. Our team is well trained to not lose temper as a result of the repetitive nature of their job and keep their calm during all times and focus on providing the right solution.

Staying focused and organised

Our customer satisfaction survey providers prioritise customer issues and allocate time accordingly. We always stay focused and organised, thus dealing with the pressing issues of the customer. Moreover, being organised helps us improve immediate interaction with customers.

We keep a record of all the vital details of the customer and the conversation. We work alongside our clients to prepare a foolproof list of customer service survey questions that will help us understand pain points better. Such records come in handy when the customer gets in touch with us again leading to higher customer satisfaction by avoiding repetitive questions and conversations.

Speed

For customer service survey companies like us, speed is of the essence. Our callers cater to a lot of customers on any given day, and it becomes important to resolve their issues quickly. Our training programs help them efficiently juggle between listening to customers, looking at their information and finding a solution to their problem.

Flexibility

While we may have found a way in client satisfaction survey processes to deal with the various processes and do it quickly, certain situations will demand we learn or re-learn things. Therefore, flexibility is a critical skill we look for while setting up an outsourcing team for your product/service. Like any other skill, flexibility and the ability to think on one's feet comes with practice, which is where our training programs come into play. Our team of survey specialists, when faced with an interaction with the customer that is taking an unexpected turn that wasn’t covered in their training material, are not afraid to improvise arriving at a beneficial solution quickly and smoothly.

Empathy

Empathy is an invaluable skill in customer satisfaction, even more so when it comes to drafting surveys where it is often not face to face. We practice empathy during our dealings and interactions with customers which helps us understand them better as well as gives them a satisfactory experience. Our goal is to make customers leave with the impression that they were understood and cared for. We believe that when a person is empathetic, customers find it easy to trust suggestions and advice shared with them.

The following tips are often considered the ultimate golden rules by leading providers worldwide to help convey empathy to the customer. We believe that business owners like you too, can benefit by adopting these pieces of advice on a daily basis:

  • Try to listen to the customer first and look at the issue from their perspective. It will be easier to empathise with them as well as give them an opportunity to vent. Avoid making any assumptions about them and let them express how they can be taken care of.
  • Take charge and handle the problem. Make yourself a part of the customer’s team.
  • Above all, being polite and considerate can go a long way to bring mutual benefits. You sure don’t have to treat the customer like a close friend. Just stay professional and be attentive to the customer.

Attentiveness

We are attentive to the customer’s tone and choice of words. Being attentive helps us go beyond immediate empathy and take on the customer’s issues, needs and expectations proactively. Sometimes, customers aren’t very direct about their needs. We read them, pick on valuable cues, check their mood and energy levels and foster a friendly atmosphere.


Customers are no longer buying products and services. They are buying
experiences- Gregory Yankelovich

We are Different; Here's Why

Comprehensive Survey

Our customer satisfaction survey is tailored to go above and beyond measuring customer satisfaction, loyalty and retention. So, we help our clients perceive customer value worth more than what they invest.

Relevant Dimensions & Factors

As one of the leading third-party customer satisfaction survey company, our objective is to truly reflect what respondents care about most. To ensure this, we identify the most appropriate dimensions and factors to get you the most accurate survey result.

Best Survey Rating Approach

There are several approaches for rating customer responses in a customer satisfaction survey. We adopt one which is precisely customized to your needs and is perfectly balanced. This eliminates chances of results getting skewed unintentionally.

Here are Some of the Ways Companies Have Benefitted by Outsourcing Customer Satisfaction Surveys to ExpertCallers

  • Our telephone survey helped a mid-space player learn that although their products were perceived as strong, lack of personal relationships was keeping their clients from coming back to them
  • A product development company leveraged our email survey services to discover that its clients had serious issues with its call waiting times because of which they approached alternative suppliers
100 +
Survey Agents
100%
Response rates
90%
Completed Surveys
Personalized
Approach

Why Outsource Customer Satisfaction Surveys to ExpertCallers?

When you outsource customer satisfaction survey to ExpertCallers, you will get a clear understanding of what your clients are looking for and where your company stands with regards to meeting their expectations. With that kind of intelligence in hand, you can opt to plug the loopholes and improve your business productivity. We are also well equipped to provide the most reliable and effective surveys to increase your business success and help you manage your client-company relations.

With us as your customer satisfaction survey outsourcing partner, you will benefit in following ways:

  • 100% quality assurance
  • 99.99% reliable services
  • Highly cost-effective service
  • Real-time reporting by expert professionals
  • Maximum ROI

Why you outsource customer satisfaction survey to ExpertCallers, you will partner with a customer satisfaction survey company that is extremely skilled in designing and delivering effective customer satisfaction surveys, which can help you understand the exact needs of your customers.


Frequently Asked Questions

A customer satisfaction survey is a key process designed to help companies measure their customer satisfaction levels. They are useful to determine whether a firm’s products, services, brand, and customer support are performing well among their customers. Customer satisfaction surveys also enable firms to work on improving their products and deliver an exceptional user experience.

A well-designed customer satisfaction survey must include and focus on the following.

  • Product usage: Your customer satisfaction survey must include questions to find out how much customers use your product and the level of satisfaction they have with it.
  • Demographics: They help companies to categorise customers based on their key characteristics and buyer personas. The information can then be used to target leads that have a higher chance to convert.
  • Satisfaction scale: Sometimes, you may not get appropriate feedback on certain aspects of your service. So, you need to implement a scale measuring from 1 to 10 or other numbers to quantify their subjective responses.
  • Open-text: Open-text questions at the end of the survey will help the respondent write their opinions within a text box. This will encourage them to express their honest opinions about your brand.

An efficient result-driven customer survey questionnaire needs to be concise, easy-to-understand and to the point. Here are a few best practices you can follow to achieve this:

  • Start by asking for overall company rating: Including this question in the questionnaire helps companies gain initial insights about the industry.
  • Open text feedback is necessary: By asking open text questions to your customers, you can encourage them to write a comment or any free-reaction text to know about their experiences in greater detail.
  • Optimize it for mobile devices: Many customers complete surveys on mobile devices or within mobile apps. So, your survey questionnaire needs to work seamlessly on mobile devices.
  • Keep it short and simple: Your customers won’t finish long and complicated surveys. So, make sure that your survey is short and doesn’t include confusing questions and industry jargon.

Broadly, the questions in a survey can be categorised into six types.

  • Multiple-choice questions: Although the answers a respondent can give are limited, the results can be easily tabulated to get a quick overview.
  • Ordinal questions: These questions enable the respondent to choose an option from a numeric scale. Example - A survey asking to rate the customer support on a scale of 1 to 10.
  • Binary scale questions: The respondent can select one of two possible answers to such questions. The respondent can answer in “yes/no” or “thumbs up/thumbs down”.
  • Nominal questions: Nominal questions enable the respondent to choose from different categories of answers. They also get to select all of the answers if it applies to them.
  • Likert scale questions: Likert scale questions are used to determine the extent to which customers feel about a product or service.
  • Open-ended questions: Here, respondents have the freedom to write anything they like. Open-ended questions are quite helpful tools to collect ideas and identify new opportunities.

Your survey should take five minutes or less to complete. So, don’t stretch your survey to more than ten questions. Before you create questions for your survey, be clear about your objectives. This will help you stay focused and prevent any unnecessary or irrelevant questions that could cause your respondents to quit the survey. If there are more than one or two topics to be covered, consider creating multiple surveys.

The following are some of the customer survey best practices:

  • Make the most out of your questions: The questions should be framed in a way that is easily understandable by respondents to get proper information from them.
  • Use open-ended questions sparingly: Open-ended questions take more time to complete, and customers will probably stop taking the survey.
  • Don’t include questions that yield subjective responses: Subjective responses are difficult to interpret, and including them in the survey won’t do any good to your efforts of extracting detailed information.
  • Respond to negative feedback: If a customer has a negative feedback about their experience with your brand, you must respond directly to the person as soon as possible. This lets them know that you care about delivering them the best possible experience.

Generally, customer satisfaction surveys should be sent to your customers after they have an interaction with you regarding your products and services. It is better to send the surveys within the next twenty-four hours, while they still remember the interaction they had with you. Also keep in mind that email open rates are higher at the beginning of the week. Customer support surveys can also be sent at different stages of the customer lifecycle, such as onboarding, renewal, or when they decide to cancel.

Contact us today and discover the advantage to outsourcing customer satisfaction survey to ExpertCallers.