How well is your customer support team performing? How great is your customer service? How happy are your customers?
For any size of business, it can be difficult to answer these questions, particularly as a business grows it becomes impossible to have visibility of every single customer support request or issue. Yet this is crucial to understand how happy your customers are, as the value of a positive customer service experience is immeasurable, making a huge different to profitability and future security
By distributing online customer service feedback surveys you can measure the quality of your support , improve areas where your team is struggling and help ensure high levels of customer satisfaction at every point of contact within your business.
Increasing customer retention rates by 5%, increases profits by 25% to 95%. Bain & Company
67% of consumers and 74% of business buyers say they’ll pay more for a great experience. Salesforce
84% of organizations working to improve CX report an increase in revenue. Dimensions data
Regular surveys of your customer service advisors with ongoing feedback about how they are performing helps you to maintain the highest possible standards.
The ability to distribute online surveys immediately after each interaction with your support team and analyse the results helps you to quickly see anything you should be doing better.
Whether it’s new ideas or fresh actions that your customers want to see implemented, sharing their feedback throughout your business helps positively shape how you move forward, from establishing new procedures to setting new customer service targets.
Do you know your NPS? A Net Promoter Score survey measures how happy your customers are with your business and how likely they are to recommend you to others. Companies with an excellent customer service team are more likely to have a high NPS score and be recommended to other businesses.
Providing great customer service and a positive experience every time, builds stronger client relationships and nurtures long term customer loyalty.
You can get further inspiration from one of our service survey templates, 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.
Feel free to use or customise one of our ready-made online survey templates:
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