Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business?
Ask Less, Learn More
If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions.
You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the sweet spot? A three-question survey isn’t too short. A six-question survey is probably too long. Find the right balance for your customers to deliver helpful feedback.
How can you avoid the dreaded survey creep? Here are three helpful tips:
- Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience.
- Design with the end in mind. Never ask a question until you know how you will display and distribute results, and who will be responsible for taking action based on customer answers.
- Be very specific. Customers are more likely to respond to questions that carefully target their particular experience. Consider separate and concise surveys for each interaction.
Get caught being a good listener
The best way to encourage quality customer feedback is to make it obvious that you are listening and then doing something about what you hear. A robust customer communication program can help, but often, it’s best to get personal with individual follow-up. The way to stand out from the crowd is by triggering personalized follow-up when certain responses are received, or critical metrics hit a concerning level.
Deliver an Effortless Customer Experience
Are your agents solving customer problems quickly and easily — or are they running into unexpected obstacles? Discover the key to effortless CX, including additional feedback management tips, in our August 6 webinar, Best Practices Discussion – How to Deliver an Effortless Customer Experience.
