Common Goals of Customer Service Surveys
Any expert in the area of customer service knows that every one of their clients’ projects have their own set of unique goals and key drivers. Having a clear understanding of client expectations is essential. A good understanding means you can properly plan the survey design and administration process to capture customer feedback that provides meaningful data, which can be analyzed and confidently presented to the client.
There are many companies that conduct customer service surveys just for the sake of conducting surveys. Too often, employees are instructed to collect customer feedback, but they are not given any direction, instructions, or the tools they need to successfully design and administer surveys, and manage and analyze survey data. They are simply collecting data for the sake of collecting data, but it is not delivering value because the process was poorly planned with no clear goals identified. Continue reading