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.