{"id":649,"date":"2015-05-03T10:36:30","date_gmt":"2015-05-03T10:36:30","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=649"},"modified":"2022-10-21T14:42:30","modified_gmt":"2022-10-21T14:42:30","slug":"do-you-use-customer-satisfaction-surveys","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/do-you-use-customer-satisfaction-surveys\/","title":{"rendered":"Do You Use Customer Satisfaction Surveys?"},"content":{"rendered":"<p><strong>Ideas and research for making the most of customer satisfaction surveys.<\/strong><\/p>\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-6212\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/survey.jpg\" alt=\"Customer Service Survey\" width=\"500\" height=\"333\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/survey.jpg 500w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/05\/survey-300x200.jpg 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/>\n<p>Do you have customer satisfaction surveys in place? If you don&#8217;t, I highly recommend that you do. In a recent report from Benchmark Portal, the top 3 post-call survey methods were:<\/p>\n<p>1) Live telephone interviews 33.7%<\/p>\n<p>2) Post-call IVR surveys 23.8%<\/p>\n<p>3) Email surveys 15.8%<\/p>\n<p>The significant findings as a result of this report include:<\/p>\n<ul>\n<li>26.1% do post call surveys up from 19.6% in 2006<\/li>\n<li>17.4% do not conduct any post call surveys, down from 25.8% in 2006<\/li>\n<li>26% conducted surveys immediately after the call up over 50% from 2006<\/li>\n<li>70.4% shared the survey reports with top management<\/li>\n<li>63.4% agreed that agent training had a major impact on caller satisfaction<\/li>\n<\/ul>\n<p>When asked when do you conduct your survey, the answers were:<\/p>\n<ul>\n<li>Immediately after the call 26.0%<\/li>\n<li>More than 10 days after 17.3%<\/li>\n<li>2 day or less 14.4%<\/li>\n<li>2-5 days 13.5%<\/li>\n<li>5-10 days 7.7%<\/li>\n<li>We don&#8217;t survey 17.4%<\/li>\n<\/ul>\n<p>The significant question for me was: Based on customer satisfaction survey inputs, your organization made the following operational improvements:<\/p>\n<p>And the top 2 were:<\/p>\n<ul>\n<li>Added, changed or improved training for agents 25.2%<\/li>\n<li>Increased First Call Resolution 19.3%<\/li>\n<\/ul>\n<p>When asked whether improvements to training programs resulted in improved caller satisfaction, 63.4% agreed with the statement.<\/p>\n<p>In a survey of over 2000 senior human resource executives (Novations Group), 2 out of 3 organizations are experiencing growing demand for customer service training.<\/p>\n<p><strong>Do you survey your customers?<\/strong><\/p>\n<p>And then if you do, do you use that information to kick your customer service up a notch? I hope the answer to both of these questions is a big resounding &#8216;yes.&#8217;<\/p>\n<p>This goes back to previous articles on asking your customer. If you want to know how you are doing as a company; if you want to know how your customer service is being perceived; then ask your customer. Don&#8217;t rely solely on metrics, but rather, remember that the best measure of how you are doing is available to you in your customer.<\/p>\n<p>Our recommendation is for post call surveys to be within 2 days of the call. Beyond that it is a mere memory and people could tell you what you want to hear rather than what is true for them.<\/p>\n<p>If you were to ask me a week later &#8211; unless it was a truly bad call experience &#8211; I would answer yes quickly to get you off the phone and I might not be accurate in my responses. Of course, if it were a bad experience, I probably would take the time to give feedback.<\/p>\n<p>However, if you are going to take the time to do post call surveys, use the information to:<\/p>\n<ul>\n<li>Upgrade, change, improve your agent training<\/li>\n<li>Increase your first call resolution<\/li>\n<li>Change your IVR or skill based routing<\/li>\n<li>Empower your agents to do more without requiring a supervisor&#8217;s approval<\/li>\n<li>Decrease wait time<\/li>\n<li>Share the information with management and all other touch points<\/li>\n<\/ul>\n<p>In the Purdue University database of contact enters, only 61% report that they have a formal method for collecting caller satisfaction. More important, of those centers that collect customer information, only 33% of them use the information to influence change in the contact center, and even fewer use information to influence other areas in the organization.<\/p>\n<p>In today&#8217;s competitive marketplace, what distinguishes one company from another is its relationship with the customer. And that&#8217;s a &#8216;people&#8217; responsibility, not technology or process.<\/p>\n<p>Who has that responsibility? Each and every person from your front line agent to your CEO&#8211;anyone and everyone who has interaction with a customer, current, potential, or future.<\/p>\n<p><strong>About the Author<\/strong><\/p>\n<p>Rosanne D&#8217;Ausilio, Ph.D., industrial psychologist, President of <a href=\"http:\/\/www.human-technologies.com\/\" target=\"_blank\" rel=\"noopener\">Human Technologies Global<\/a>, \u2018champion for the human\u2019 is an expert in customer service. She authors 3 best sellers, Wake Up Your Call Center: Humanize Your Interaction Hub, Customer Service and the Human Experience, and Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ideas and research for making the most of customer satisfaction surveys.<\/p>\n","protected":false},"author":184,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[250,47,120],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/649"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/184"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=649"}],"version-history":[{"count":5,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/649\/revisions"}],"predecessor-version":[{"id":35985,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/649\/revisions\/35985"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=649"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=649"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=649"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}