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What type of survey is better, on phone automated or online over the internet? On a scale of10 what would make the customer give a9 or a10. What would make the customer delighted so that he /she is motivated towards rating the customer service experience as outstanding against giving a score of8 that stands for satisfactory. For example a customer calls at the technical help desk because the computer does not boot up(start).The agent does a power drain which starts the computer. The agent explains why the step was done to drain out the static electricity from the computer. Also does a %temp% to detect the useless temporary files created and deletes them with the consent of the customer. Then downloads the Google chrome browser for the customer. What would be the value added to customer service. Would it be8,or9/10.
Necessary to gather the information from surveyed To :
1- Knowing what the customer wants is a necessity of business. Getting that information is required in orderto fully anticipate where a business should focus its energy. With so many options available, it makes sense to know which methods will give you the best results
2- Quality the service
3- To know the value of the add to the customer service and to avoid the bad side effect.
Customer Surveys:
Phone surveys: offer the advantages of face -to- face interviews and focus groups without the added cost of sending those doing the surveying out to the premises. It is not, however, the most cost-effective method available, and it doesn’t gather any more responses than face to-face interviewing.
Mailing surveys: out in letter formats, or handing them to customers as they leave the premises, offers a
myriad of advantages over the more time-consuming face-to-face and phone surveys. One of the chief
benefits to paper surveys is allowing those being surveyed the chance to think about their answers in their own time. In direct contrast to the earlier methods,
Paper surveys: allow for vast numbers of surveys to be sent out at once, and though the percentage of those surveys coming back may be smaller than in face-to-face interviews, because of the large number going out, the actual responses coming back in can be significantly higher.
In other words, verbal interviews can be completed at a rate of a few dozen per day, which pales in comparison to the thousands of surveys that can be sent out every day in the mail. If only5% respond out of10,000 sent out, that’s500 returned per day! When looking for large numbers, there is no question as to which method mentioned so far works best. However, when looking for a large volume of surveys being sent out with a much higher response rate, email takes the cake.
Sending e-mails to customers is the quickest, most successful method of gaining insight into what the client wants. It’s also the least intrusive, something many people appreciate. A quick scan over the survey, a few typed responses, and a click of a button sends the survey back from whence it came. Viola! No fuss, no mess. The response times and percentages outstrip any other form of surveying available, and customers appreciate the ease and convenience
I agree with the answer of Nadia Ahmed Mohammed Saeed .
I think firstly, that effective customer service which reflects the actual feelings is the direct contact with end user by taste panel of the product and direct fill the questionnaire to focus the opinion on the asked parameters giving case situation in site. Secondary, the online feedback is the easiest applicable mean to get improvement on customer service matter.
customer survey's,value added, customer service
in breaking up your question in3 parts ,i understand that you need to measure the value added to customer service through conducting a customer survey.
first of all value can be added when we provide excellent service,deliver on our promises,and customers participate volunteerly in marketing our brand,product or service .
this is a true measure of customer satisfaction and value added is substantial.
if a customer gives you9 or10 on service then you are entering the phase where customer satisfaction has caused word of mouth marketing to launch and means success as per your survey.
In today's business environment companies cannot afford to lose a single profitable customer. By effectively leveraging results from a customer satisfaction survey an organization can respond to their customer's needs in ways that increase revenue as well as improve customer and employee, satisfaction and loyalty. Many companies perform customer satisfaction surveys, but don't receive full value from their investments to administer the program. Too often survey results are used simply for monthly reporting on "how we did last month."
Five key elements to unlocking the value of customer satisfaction surveys, include:
The value added to the customer service would be 9\\10,because firstly the agent was able to put the customer under control and techinically detected the problem inorder to make the customer happy as well as satisfying him|her at the same time.In conclusion there was strong efficiency and satisfaction which is an important role in a business organization inorder to maximize the company growth and increase customer patronage.
This helps in mostly improving the quality of the servce your providing to a customer. through the survey your able to identify the week point of your product and try to improve them in order the satisfy your customer.
Also this helps you measure the customer satisfaction. this enables you identify wether your service meets the customer expectations.
After the survey and improving what the customer has responded to, i will help a great deal in customer retention.
