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Outsource Customer Satisfaction Survey Services

Helping you understand your customers better

Organizations that outsource some of their business operations to the customer experience survey companies have benefitted from substantial growth in their bottom line, along with reduced operating costs and improved work efficiency. If done right, outsourcing customer satisfaction can enhance your client satisfaction by improving the quality of your customer interactions, increasing your firm’s availability to customers, and providing your customers access to expert services at their convenience.

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 powerful insights with our customer satisfaction survey for consulting services to help you pick the right strategy.

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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

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.

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

As one of the best customer satisfaction survey companies, we will choose the questionnaire distribution and survey collection method as per the business needs of the client. We specialize in a diverse number of methods of customer satisfaction surveys, ranging from telephone surveys to email surveys depending on the nature of the assignment.

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

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.

Industries We Serve

ExpertCallers has extensive experience in providing proficient call centre services to a wide variety to industries including:

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

100
Appointment Setting Agents
4000+
Trained agents
98%
First Call Resolution Rate

Our Call Centers are Spread Across Five Countries

We let you pick one or multiple delivery centers according to your preference and requirement.

ExpertCallers global delivery centers (India, Philippines, Bolivia, Colombia & Argentina)

Why Outsource Customer Satisfaction Surveys to ExpertCallers?

When you outsource customer satisfaction surveys 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.

We are Different; Here's Why

If you want to know how your product or service is performing or if you want to find out how to provide better services to your customers, then you will have to listen to feedback that is given directly from the customers. Customer satisfaction surveys are usually overlooked by many companies. If you want to get the exact measurement of customer feedback on your services and products, and if you have no time to do it yourself then you can always look towards outsourcing customer satisfaction.

Customer satisfaction surveys will continue to be a potent tool in business growth and it will allow people to manage customer relationships, no matter how advanced technology gets in the future. When organizations include periodical feedback collection into their marketing/sales cycle, they will gain significant insight into business growth and customer satisfaction leading to better strategies.

Businesses all around the world are beginning to notice the importance of customer feedback. Our customer satisfaction survey services can provide you with crucial information about customer behaviors. 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:

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 services 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.

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.

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.

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. 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 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.

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.

Benefits of outsourcing customer satisfaction
              survey process

Benefits of outsourcing customer satisfaction survey process to professionals:

Leave the customer satisfaction survey process to the professionals

Premium customer survey outsourcing companies like Expert Callers employ highly trained and employed professionals who have mastered survey design, statistical analysis, data interpretation, and other technical tools. Each team is quite familiar with the psychological elements of an effective survey execution.

A professional data customer survey company can compare the data from your survey with information from a similar industry in a meaningful manner and incorporate tweaks or improvements for better results.

By using a neutral third-party, the customers are less likely to feel that the survey is rigged and that it is pretty honest as callers are ample customer-facing experience and can come across as friendly and honest. Once the customers feel that the whole feedback process is genuine, they will respond with enthusiasm.

This is the most evident benefit of outsourcing customer satisfaction. When you outsource the call center satisfaction survey questions, you don’t need to allocate any money, infrastructure, labor, or other resources to it since your outsourcing partner who is overseeing the outsourced work will take care of the survey work for you. There will be some costs, but outsourcing partners (especially the ones located overseas) will have affordable rates.

This is one of the best benefits of outsourcing customer satisfaction. Since the agents from outsourced providers have strong insights on avoiding crises that can affect your business, they make it easy to prevent risks. Outsourcing the call center satisfaction survey questions will ensure each question is carefully scrutinized and does not hurt any religious or political sentiments hence preventing unwanted risks.

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Difference between conducting surveys on your own vs outsourcing

The customer satisfaction survey process is quite effective because it includes tools that allow the customer to discover what they think about you. When a customer service survey questionnaire is conducted properly, it can let you know where you and your staff are doing good and the areas that need improving. You will also find out the customers’ expectations from you and they will provide valuable insight for acquiring leads and retaining clients as well.

Since customer satisfaction surveys are quite valuable to the business, it can get tempting to start creating, interpreting, and moderating them by yourself. However, in most cases, businesses prefer outsourcing customer satisfaction and they leave the whole process in the hands of professionals.

Appointment Setters and their basic responsibilities

What Does Outsourcing Customer Satisfaction Cover?

As a leading third-party customer 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 & Career development
  • Recognition and rewards
  • Policies and procedures
  • Compensation/benefits & Overall satisfactio

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.

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 experience survey companies 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 customer experience survey companies 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.

Not more than a couple of minutes. When outsourcing customer satisfaction, you must think twice before sending a 10-page long questionnaire to the customers. They shouldn’t be too long or complicated which may take up the customer’s valuable time leading to frustration.

For a customer satisfaction survey process that includes 20 questions, the typical response rate will fall between 10 to 15%.

Businesses initiate call center satisfaction survey questions to identify dissatisfied customers and use the survey results to find a way to retain them. You need to target customers who are either extremely unhappy or extremely satisfied with your services. In the end, the survey must be representative of overall approval.