Here is something that has puzzled me for 25 years.
Organizations keep telling themselves, “We need a long survey so we can learn what to improve.”
No, you don’t!
You need a short survey your customers will take to learn who needs to improve. Learning who trumps learning what.
Why? More than 70% of the difference between a good and a great customer service experience comes down to how your employees make customers feel. This is why you see a variation in customer service scores across your frontline teams even though they offer the same products/services with the same pricing, policies, and systems – because of the variation in employee behavior.
A short survey with a high response rate will accurately identify both who needs to get better and what needs to get better, but don’t forget that who trumps what on your journey to improving the customer experience.
A completely different approach to customer service: So you want to improve customer service? Start here with this whitepaper.
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About the AuthorMore Content by Sandy Rogers