3 Things to Remember When Creating Customer Satisfaction Surveys

OABPO Blog Team Published on July 24, 2014 Last updated on March 4, 2022

As a business that relies on the support received from your customer base, ensuring that your customers remain satisfied and loyal is your main task.

Measuring their satisfaction with the use of surveys will always be a strong source of customer feedback that you can use in improving your services. With an effective strategy, your customer satisfaction survey program can shape your business into an ideal customer-centric company with a strong customer foothold.

If you or your outsourced call center in the Philippines are currently implementing a customer satisfaction survey program, but you think it’s not giving you enough basis for measurable changes, now is the time to re-build your program and come up with better customer satisfaction surveys.

Here are some tips that you can use in improving your survey program:

  1. Establish objectives

    customer support call center team pointing to customer satisfaction post its

    Before you start making changes in your survey program, step back and reflect on what you really want to measure and why it’s important to your business. A survey program without any clear purpose will lack direction in terms of content.

    You must also set attainable and comprehensive objectives. What do you want to learn from the questions you formulate? How can the data be of value to your services?

    Most surveys aim to gather evaluative data related to the following areas:

    • Overall customer experience
    • Specific products or services
    • Customer service
    • Sales support
    • Order or membership cancellation
  2. Be proactive

    customer support team creating customer satisfaction surveys

    Don’t wait for undesirable customer experiences to happen before you start implementing your survey program. Instead of being reactive, your surveys must allow you to anticipate possible areas of concern and act on them as early as possible.

    Your survey results must enable you to set benchmarks on how customers should realistically rate your service areas. This allows you to be sensitive to customer opinions that deviate from the normal customer response. Surveys must therefore be done on a regular or ongoing basis rather than as just a reaction to problems that you encounter.

  3. Follow a survey schedule

    customer satisfaction surveys schedule depiction pushpins on calendar

    Since surveying must be done on a regular basis, setting a schedule for it is a good way of ensuring that your business sticks to it. Your survey forms must therefore be crafted ahead of time so that they can be tested to a sample group and modified accordingly.

    Your survey schedule must depend on your business operations and how often your service areas are explored by customers. Some businesses conduct surveys monthly, while others do it more often or just during new product launches. Nevertheless, the schedule must be based on your company’s calendar of activities and must coincide with your business improvement events and programs.

customer satisfaction survey depiction hand on circular pegs with faces

You must keep in mind that your customers will always have opinions. Are you doing something to listen to them?

The feedback you gain from them can guide your business in becoming better over time. After all, the time and effort you allot in developing and maintaining a customer satisfaction program can guarantee you valuable insights from the same people who keep your brand alive.

Know your consumers and create the right customer service programs to support their needs with Open Access BPO’s hyperpersonalized multilingual solutions. Contact us today and start elevating your customer experience and ensuring brand loyalty.

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𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

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Open Access BPO 3 days ago
Excellent #CustomerService is built on #EmployeeSatisfaction.

And to improve the #CallCenter agent experience, you must give your #CX reps a reason to be proud—
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Here are some reasons why you should improve the #EmployeeExperience:
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Getting a bad performance review can be tough, but it doesn't have to be the end of the world.

In fact, it can be an opportunity to learn and grow, and to come back stronger than ever.

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