Most Contact Centres Measure Customer Satisfaction Via Post Contact Surveys

Post contact surveys (70%) and analysing routine samples of the customer base (49%) are the most popular methods for measuring customer satisfaction.

Poll – “How do you measure customer satisfaction in your organisation?” – answers

Routine sample of Customer Base – 49%
Post contact survey – 70%
Monitoring Social Media – 35%
Customer Retention – 28%
We don’t – 8%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: 7 Ways to Improve Customer Satisfaction     Sample size – 127     Date: May 2015