Customer Service Survey
The first step in improving service is to know – rather than assume – what your customers want and expect. The second step is to assess how well you are doing at meeting those expectations.
The Customer Service Survey is designed to provide our clients with an objective assessment of how their current customers view the overall service provided, highlight areas of opportunity for improving the levels of service offered and recommend next steps for enhancing quality service over the long
term.
The interview methods utilized, which may include, telephone interviews, focus groups and web-based questionnaires will capture, assess and present feedback from current customers. This feedback can form the basis for future benchmarking and implementing strategically sound improvements that help our clients maintain a competitive advantage within the marketplace.
Once the surveys are completed, all data is collated and tabulated into a detailed report. Areas of strength and weakness are highlighted and response percentages are detailed and interpreted. The report will contain four types of information:
- An overview of relevant customer service trends and issues
- A graph charting statistical information
- Anonymous comments illustrating key points
- Specific recommendations and plan of implementation
Often conducted in tandem with the Customer Service Survey is The Quality Service Audit.
For more information and a sample report, please contact us.