Customer Surveys

Customer SurveysCustomer surveying is an integral part of business. It is necessary for the management of customer service quality, customer satisfaction and process improvement initiatives. Customer surveys support research, planning, branding, public relations, marketing and sales.

We survey in a professional, friendly manner to insure good response rates and encourage detailed, verbatim feedback. Interviewers are trained and research is managed to minimize error, inaccuracy and bias.

The following should be considered for each new customer phone survey campaign – method(s) of contact, strategy, targeting, scripting, impacts or effect, deployment timing and reoccurrence, reporting needs, and utilizing feedback.

If your business suits it, we recommend combining or relating customer survey data to other quality management efforts, such as customer satisfaction research, call monitoring/grading, and mystery shops.

Look for customer feedback that is likely to be reviewed and acted upon. Accumulate quality results quickly.

Survey Methods – Pros / Cons

Phone Surveys

IVR Surveys

E-mail / Web Surveys

Customer Questions / Checklist

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