The numerical scale can be adjusted to whatever level of detail you need (1-5, 1-7, 1-10, etc.) about the customer experience.īesides overall satisfaction with the quality of their service, customers call you because they need to achieve a result. Here is another simple assessment the call center can use to gauge customer satisfaction. Customer Satisfaction Score (CSAT) Survey Template If you do decide to use the additional long answer question, make it optional for customers who don’t feel like taking the time to write out a full answer. You can stick to the numerical assessment or provide qualitative response options (very satisfied, not satisfied, etc.). Based on Fred Reichheld’s concept of the Net Promoter Score, or NPS, this is an excellent measure of the call center customer experience as it provides fast and vital information about overall customer satisfaction. Often this is the only question you need to ask. Net Promoter Score® (NPS) Survey Template Top 5 Customer Satisfaction Survey Templatesīelow you’ll find 5 sample call center survey templates to help you measure customer experience: 1.
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