Customer satisfaction is crucial to any business. Understanding how your customers feel about your services and products is essential for growth and retention, but front line staff can also make or break your business.
According to a US survey, 42% of customers are put off by rude and unhelpful staff, 32% hate having to talk to multiple agents and 29% are irritated by a lack of staff knowledge. If you’re in the office most of the time and don’t witness the staff/customer relationship first hand it can be hard to identify problems until it’s too late. Asking the right questions at the right time can therefore play an invaluable role in helping you get it right.
Before we share some of the best questions to ask in a customer service survey, let’s first take a look at some of the wrong ways to go about them:
Restrictive multiple choice
If you’re only providing people with a restrictive set of questions you’re likely to frustrate them. Offering a “don’t know” or “other” option with a comment box is a good way around this.
Two part questions with only one response box
Asking something like “did you enjoy our products and service today?” and giving customers a yes/no option is confusing. What if they enjoyed one and not the other, or they liked some of the products but not others? Be clear about what you’re asking from the outset and give people the option to add their own comments.
Too many questions
Few things are more irritating than being asked to complete a quick survey and then being presented with hundreds of questions. Keep your surveys as short and sweet as you possibly can to avoid turning people off from the outset and to enable you to gather the information you need.
If you’re asking a lot of complex questions it can be hard to quantify the data you collect, so try to keep it to yes/no and number answers for easy analysis.
So, now we know what not to do, let’s take a look at some of the best questions to ask in a customer service survey:
- Are you satisfied with how we have handled your enquiry today?
- Has your issue been resolved?
- Was your query answered in a timely manner?
- How many customer service staff have you spoken to today?
- Did the advisor speak in a clear and easy to understand way?
- Did you feel that the advisor understood your issue and could help you?
- Did you feel that the advisor was knowledgeable in their role?
- Was the advisor polite and courteous at all times?
- Did you feel like a valued customer at the end of the call?
- Would you recommend our services to a friend, colleague or family member?
For more information about customer service surveys, contact Ethos today.