Some Pointers on Creating a Great Customer Service Survey

We’ve all seen them—little blurbs at the bottom of our receipts asking us to take a quick customer satisfaction survey, usually promising us a free Whopper in exchange. Or we’ve been on the phone and heard a recording ask us to stay on the line and take a survey. Whether or not we actually do take them is another matter. So how can you get your customers to take your surveys? After all, they are an important part of providing good service, as you can use the feedback to improve products and services. Let’s take a look.

First, keep it short. In our time-strapped world, no one likes taking a long, drawn-out survey. Next, ask only relevant questions. This should seem like a no-brainer, but how many times have you actually taken a survey, seen a question and scratched your head over how it got there? Be sure your questions are open-ended and are not leading or loaded. For instance, don’t phrase you question as: “we’ve recently upgraded to a great new service. What do you think?” In other words, keep the questions as neutral as possible. And finally, give a reward for completing the survey—make it an investment of their time. You can give them a small token of appreciation, or enter them into a drawing to win an awesome prize.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree