294 contact centre professionals responded to our ‘What Contact Centres Are Doing Right Now’ 2022 survey report, sponsored by NICE, where we asked ‘To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?’
To Create Your Metric Scores, How Frequently Do You Ask Customers to Complete a Post-Contact Survey?
|Post Contact Survey Frequency||Response %|
|After Every Contact||39.4%|
|After Every (Second / Third / Fourth) Contact||17%|
|We Ask Each Customer to Complete a Post-Contact Survey Around Once a Quarter||7.3%|
|We Only Send Out Post-Contact Surveys at Certain Points Across The Year||15.7%|
|We Never Ask Customers for Post-Contact Feedback||20.6%|
A Fifth of Contact Centres Don’t Use Post-Contact Surveys
Our results show that 20.6% of contact centres don’t use post-contact surveys, which is surprising, as knowing what customers feel about the service they receive and identifying areas for improvement is vital to business success.
There are several possible reasons for this, but it is most likely that these contact centres are using other means to establish quality of service, so although the number is surprising, it doesn’t necessarily mean these contact centres are not collecting insights on customer experience and quality of service.
Fingers on the Pulse
39.4% of contact centres are asking customers to complete a post-contact survey after every interaction.
By doing this, these contact centres run the risk of over-surveying their customers, leading to survey fatigue.
This survey was done in partnership with NICE