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10 Fundamental Rules for Creating Effective Customer Surveys - The Telemarketing Company - ContactCenterWorld.com Blog

10 Fundamental Rules for Creating Effective Customer Surveys

Strong competition and more power in the hands of the customer mean it is no longer possible to differentiate based on product or service alone - customer experience is now what sets brands apart. In-depth understanding of your customer’s viewpoint and a dialogue centred on your customer’s needs are both essential in creating a positive customer experience. It is important to seek customer feedback on a regular basis, at different stages of the customer journey, using a range of techniques - on and off-line, qualitative and quantitative.

We have looked previously at different ways to measure the customer experience, including Net Promoter Score - how likely a customer is to recommend you, Customer Effort Score and NetEasy Score - how easy it is to do business with you. Whilst these metrics allow you to identify pain points and areas for improvement in the customer experience, they don’t tell you what action you need to take, or what needs to change. They provide useful benchmarks, but a deeper level of insight is needed to really understand how your customer feels about your business.

Telephone interviews and other more qualitative research methods allow you to dig deeper into quantitative results and understand the ‘why’ behind your customer ratings. A telephone survey will not only increase response but, speaking to your customers over the phone reminds them that you’re not just a faceless business.

In a world dominated by digital communication, a human connection is in itself a differentiator, one which shows you really value your customer and actively seek their opinions. A one to one conversation gives you the opportunity to fully explore and understand their viewpoint, asking fundamental questions, gathering information and using these insights to build customer-centric strategies from the ground up.

In simple terms, the best way to find out how a customer feels about your business is to ask. Undertaking customer research to inform your customer centric strategies may be daunting if you aren’t experienced in designing and implementing surveys. There are, however, some simple rules you can apply in developing an effective customer survey, and we have put some of our top tips into the infographic below. 

If you feel you need to make a stronger human connection with your clients, or need support in gathering feedback and insight from your customer base, get in touch with our research team today.

Source: http://www.ttmc.co.uk/en-gb/knowledge-bank/2017/1/12/10-fundamental-rules-for-creating-effective-customer-surveys/

Publish Date: January 12, 2017 5:00 AM


2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



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