People who work at call centers and tech support centers are mostly dealing with customers on the phone or online in some way, with 92% of all interactions happening via the phone. It can often be difficult to maintain good customer service when you can’t see the person you are interacting with even though you are technically offering live customer support. Improving customer satisfaction often starts with measuring customer satisfaction. Below are 5 tips and tricks on how to measure customer satisfaction.
- Satisfaction is subjective: Clients will always have different opinions when placed in the same situation, such as talking to a tech support person. Before breaking out the surveys, you will first need to collect individual, unfiltered feedback and evaluate it.
- Use a survey: This is a great hands on way to help your determine how you’re doing. Some companies who deal with customers on the phone can set up phone surveys after helping them with an issue. Most consumers (85%) are dissatisfied with their phone experience, so be sure to ask them a few questions about how helpful you’ve been for them.
- Ask the right questions In order to pinpoint a specific customer service issue, you need to ask the right questions in order to find out what’s going on. For example, asking how well a customer can hear the phone representatives on the other end isn’t helpful when trying to determine how quickly you get your products to them.
- Know customer expectations Measuring customer satisfaction also includes familiarizing yourself with what the customer expects from your company. In the surveys, ask them what is important to them and what they expect from you in terms of service. It is 6-7 times more costly to rope in a new customer than it is to retain one, so be sure to ask the important questions
- Recognize what you are doing wrong Don’t take a survey result too personally, but definitely be sure to recognize what you are doing wrong. Listen to the advice given about how to change something a certain way — it’s the best feedback that you will receive about your business.
Measuring customer satisfaction with surveys is a tried and true approach to improving real time customer service for companies that interact with their clients mostly over the phone.
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