In this blog post, we discussed the importance of questionnaires after phone interaction and how astercc can help you create the perfect questionnaire.
Feedback is an important part of the process.
Without feedback, we just shoot in the dark and act with blind faith.
For any business, customer feedback is essential.
We know that there can be no business without customers.
In the future, 89% of enterprises will compete mainly based on customer experience.
In such a world, it is important for every company to collect customer feedback on a regular basis to ensure that its customers are satisfied with its products and services.
What is a customer satisfaction (CSAT) survey?
Customer satisfaction survey is a method of collecting feedback from customers, usually in a ratio of 1-5 or 1-10 (1 with the lowest satisfaction and 10 with the highest satisfaction).
For telephone calls, this is usually done through IVR menu options-a message will be played after the call, prompting the caller to choose from a list of menu options based on their satisfaction with the service.
Why is customer satisfaction survey important to the phone?
Voice is a key part of interaction with customers.
By phone, you can establish contact with customers on a personal level.
At the same time, it also poses a challenge-it is difficult to collect feedback on phone interactions.
How to calculate customer satisfaction?
Your customer satisfaction score can be calculated using the following formula:
If your CSAT survey scores 1-5, 1 of them is the most dissatisfied and 5 are very satisfied: 1-2 is a negative answer, and 3 is a neutral answer of 4-5 for affirmative.
For example: if 30 customers out of 50 customers have a score of 4 or 5, your satisfaction score is: 30/50 * 100 = 60%
Use IVR for satisfaction surveys
Some examples of customer satisfaction surveys are:
Are you satisfied with our service today?
If you are satisfied, please press 1, if you are not satisfied, please press 2.
Can we help solve your problem?
If yes, please press 1, otherwise, please press 2.
On a scale of 1-5, where 1 is difficult and 5 is easy, how easy is it for [company name] to deal with the problem?
Advantages of surveys
Through IVR questionnaire survey customers can gain insight into customer satisfaction and analyze the performance of their telephone team.
The satisfaction survey provides you with the overall direction of changes in corporate services and can help you understand the quality of customer service.
Benefits after telephone survey:
Receive real-time customer feedback
Identify areas for improvement in your business or products
Analyze agent performance
Here are some best practices for customer satisfaction surveys:
Answer questions concisely: After the call, your caller will not have the patience to listen to long and complex questions.
Determine exactly what you are asking, and use as few words as possible.
Include a brief introduction: It is usually a good habit to add a brief introduction before your survey question, such as: “Your feedback is important to us” or “Your feedback helps us improve.”
This way, your customers can be confident that their feedback is important and are more likely to give a true answer.
Analyze customer feedback: Now that you have collected feedback, you should focus on customers who are dissatisfied or dissatisfied with the product or service.
Customers will appreciate it when you personally contact them and understand why they are not satisfied.
This insight will also help your business avoid mistakes and improve the customer experience in the future.
How to conduct a satisfaction survey?
Telephone systems such as astercc can help you complete IVR satisfaction surveys within minutes.
Asterccr enables you to customize IVR messages.
You can take advantage of our text-to-speech converter and even record or upload your own message to play to the caller.
Using the astercc call center system, you can enable IVR satisfaction surveys for each incoming and outgoing call.
After each call, the agent is provided with the option to trigger a satisfaction survey.
After the investigation is triggered, an IVR message will be played to the caller and his keystrokes will be recorded.
You can also view the response rate of customer satisfaction surveys, and these results will be attached to their phone calls.
You can also choose to export customer responses, so you can really drill down and analyze customer satisfaction.