How to Use Surveys to Better Understand the Customer Experience

In order to improve the customer experience, you have to understand it first. Using customer satisfaction surveys is a great way to assess how your customer support is working and where you can make positive changes.

If you avail the services of a customer support analyst, he or she will start by analyzing customer surveys. Whether or not you use an outside consultant, customer satisfaction surveys play a major role in improving the customer experience.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Consider offering a survey on your website after customer follows through your interactive decision tree and reaches a solution to a troubleshooting problem. Placing a survey immediately after a completed customer experience is the best option because your decision tree is fresh on your customer’s minds.

Another important place to offer a survey is through social media websites. There you can survey the entire community of customers to better understand the customer experience. To achieve the best results, incorporate these surveys into your social CRM.

It may be a good idea to start out with a general survey, but overtime create more detailed surveys to assess particular aspects of the customer experience. Offering surveys as part of creative customer support allows you to understand the customer experience and work to enhance it.

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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