According to our poll, 73% of contact centres use email surveys as a method of gathering customer feedback, which was the most popular method of the five presented in the graph above.
In fact, the second most popular method was to have a post-call survey, with 37% of the vote, followed by customer focus groups with 29%.
Poll – “How do you collect customer feedback” – answers
Post call IVR survey – 37%
Email survey – 73%
SMS Survey – 13%
Customer Focus Groups – 29%
Written survey – 15%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: Customer Effort in the Contact Centre Sample size – 181 Date: March 2014