3 Things to Remember When Creating Customer Satisfaction Surveys

3 Things to Remember When Creating Customer Satisfaction Surveys

Alistair Roque Published on July 24, 2014Last 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.

Read More

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO7 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO