CUSTOMER EXPERIENCE SURVEY
The customer experience is one of the most important aspects to take into account in a contact center, since it establishes bonds, keeps customers, gets their repurchase, fidelity, recommendation and also helps you to have new people interested in your service or product.
One way to improve and know customer satisfaction is to conduct a survey that will identify what your customer likes and dislikes in terms of service.
Why is the customer experience survey so important?
It is important because through this survey we can measure the satisfaction of the customer and the things to improve or reinforce regarding customer service. In addition, you will be able to get data regarding inbound and outbound calls.
When to do a customer experience survey?
To do a customer experience survey, we must recognize the right time to do it. After meeting your customers’ requirements, you should find the right time to conduct the survey. This can be done when the customer’s mind is clear and you can get the answers clearly and concisely. The questions will be face to face, by email, online, by phone call, or an application.
How to conduct a survey?
First of all, it is recommended to ask about the customer’s satisfaction with the company in general. In addition, let them answer open-ended questions where the customer can express their thoughts and satisfaction to learn more about their experience.
On the other hand, avoid asking confusing questions, as this would lead to ambiguous answers and unreadable data. Also, do not ask questions with terminology unknown to the customer.
How LinkedIP can help with your customer experience survey
LinkedIP has extensive experience in customer experience since 1998, assisting companies with their growth.
It has a highly trained staff for the development of programs that will be very helpful for increasing your productivity.