Frequently you need to send out a customer satisfaction survey to your customers to find out how well you are doing.
Rather than having to reinvent the wheel Dave Appleby has created this ready-made list of questions that you can use to survey your customer base.
It could be printed out, or it could be sent by email.
If you find this survey useful please let us know and we may be able to make up a ready populated Excel version.
Recently you contacted xxxxxx.
We are currently running a review of our business practices and systems and are hoping you can help us improve our performance by answering a few quick questions.
Please answer the following questions on a scale of 1-5:
|Q1) Were you happy with the way your call was answered?|
|Q2) Were you happy with the speed your call was answered?|
|Q3) Was the agent able to answer your query?|
|Q4) Was the information accurate?|
|Q5) How would you rate the overall call?|
Please answer the following questions with a Yes/ No
|Q6) Was this the first time you have contacted us? Y/N|
|Q7) If you have contacted us before, on how many occasions?|
|Q8) Which other communications channels would you use?|
|ii) Interactive voice|
|iii) Web chat|
|Q9) If you requested literature did it arrive as promised? Y/N|
|Q10) Would you recommend us to others? Y/N|
Do you have any comments that you would like to add?
|Comments go here|
Please return the survey to …
If you would like to discuss our service further please fill in
your name and number and a convenient time of day below and we will
be happy to contact you…
|Contact number (optional)|
Thank you for your time.
Dave Appleby has been working as a planner, forecaster and analyst in the contact centre industry for the last 11 years, having been a chef in a previous life. Starting off working on the phones for the launch of a Grocery Home Shopping service, he has worked for a variety of in-house and outsource operations including Disneyland Paris, Seeboard, GIftaid, GM Finance and the Daily Telegraph. A keen diver (both instructor and cave diver), Dave is currently a senior analyst for a large UK insurance company.