What was your best Customer experience survey in any kind of service you got?

Customer satisfaction is the core of any business activity. Understanding customer experience is a prophet of customer loyalty and customer retention. Successful brands focus on building a delightful experience to sustain customers. 

A well-structured customer experience survey gives insights which act as a foundation to construct a great customer experience. You can always choose to pick a Call Center Software to keep a track of customer feedback. Few vital elements of a customer experience survey are as follows:

1.When you are making a customer experience survey, look at the main objective. You might want to put across a survey to find out possible solutions to a problem, analyze the performance of your customer facing units and/or staff, improve any process or you might to understand customer needs. 

You can always look at Call Center Software Solutions to design multiple surveys, present it in IVR forms or gather real-time customer comments.

2.Adding just the right pinch of personalization is the most critical part, as it helps improve customer experience.

3.Understand why you want your customers to take up this survey. You should always aim to keep the survey short, so it doesn’t look too confusing and maximum number of customers take-up the survey. No one likes long surveys!

4.While you send the customer survey questionnaire to your customers, remember to cross check your mailing list to avoid emailing customers who might not be relevant to the survey. Remember, No one likes to see Spam Mails! 

It is a good practice to use Virtual Call Center Software in such cases. You can always store your mailing list and safeguard it on cloud security.

5.The survey that you send should be accessible on any device. This will boost the reply rate of your customers. You can use a modern and multi-tenanted Outbound Call Center Software to improve the performance of this survey.

6.Structuring the survey well will help you analyze customer feedback and will provide insights with ease.

7.Branding is the most important part of any business. If customers don’t know whose survey they are answering they will not bother to reply. Neither will your survey give you any actionable insights, because you forgot to tell your customers who they are talking about!

8.Encourage customer participation by using your brand identity - everything from logo to colors that represent your brand. It is advisable to use the Best Telemarketing Software as it helps you maintain the right balance between sales and marketing. 

Customer data coupled with data analytic tools further helps understand training requirements.

9.You can avoid fake respondents by asking them to use the “captcha” or asking them to fill their registered contact details for verification. Use a Cloud Contact Center Software that will let you contact your customers on their terms.

10.To make the process simpler and customer friendly use the rating scale. Furthermore, taking Customer Contact Center Software Solutions on-board enhances business agility and creates a seamless experience.

CASE STUDY

To understand how you can create a seamless customer experience, let’s look at a real life example. The case in point is a retail brand which was losing out on its customers in spite the quality products it had.

CHALLENGE:

Regardless of the quality products the brand was losing out on customers. It wanted to understand the reason and further improve on areas it was lagging behind. It decided to send across a survey to its customers. 

However, the first them they sent it to their customers, they witnessed that 20% of their mails bounced back, many replies where anonymous and irrelevant. The brand was unable to analyze and get an actionable solution on this issue.

SOLUTION:

With lot of brainstorming about this an employee suggested opting for the Best Call Center Software. The brand was soon able to validate customers on the basis of their registered details and now had a metrics to track the performance of its survey and measure its brand performance. 

It noticed that it was losing customers due to poor customer service. This helped the brand come up with a possible solution of training its support team to enhance customer experience and increase brand loyalty.

 So, anytime soon if you are thinking of triggering a survey to your customers, don’t forget to have a checklist of all the above mentioned elements to add value to the customer experience.