Nearly Three Quarters of Contact Centres use an Email Survey to Gather Feedback 621 Filed under - Archived Content 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 Author: Jo Robinson Published On: 10th Jul 2014 - Last modified: 23rd Sep 2019 Read more about - Archived Content 1 Comment Email is the easiest as it gives people the opportunity to reply while at work. Logicalware 16 Jul at 10:01 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter