Customer Satisfaction Telephone Surveys – A Guide
Here we discuss everything you need to know about customer satisfaction telephone surveys. What they are, why your business needs them and how you can start using them today to improve your business.
What are customer satisfaction telephone surveys?
A customer satisfaction telephone survey is an anonymous survey conducted over the telephone with your customers. An independent, non biased third party agency conducts this to check that your customers are happy with your business. On average, an operator can call ten clients every hour and ask six multi-choice questions during each call.
The reason you use a third party agency, is to encourage your customers to speak freely about your business.
Why your business needs customer satisfaction telephone surveys?
It is only with truly honest answers you can make the right business decisions to change and grow your business.
Once you have identified issues and made the required changes. You can then inform your customers of the improvements, thank them for their support and make them an exclusive offer. Everybody wins.
How can your business use customer satisfaction telephone surveys?
It is important, when thinking about conducting telephone customer satisfaction surveys to work with the correct agency. The agency should have experience in this field. The telephone operatives should have a polite and well spoken manner. They should also be experienced in logging the results of each survey call.
The agency should be able to help you write the questions in the right way so that they are direct, to the point without ambiguity. Yes an No questions are good, as well as multi-choice. I recommend a maximum of 6 questions. When compiling the questions remember that you are aiming to improve your business not give yourself a pat on the back, so ask questions that will encourage people to talk about your business.
For example: “When you last purchased from us were you happy with the service you received? Yes / No – If No please explain why.”
Your business must react to the results of the survey. Without improvements there was no point in conducting the survey and you have no opportunity to contact your customers to advertise the improvements.
I would recommend repeating the survey in 12 months time to check that the implemented changes have resulted in better reviews and to see if there other areas that need attention.
In conclusion, customer satisfaction telephone surveys are anonymous impartial telephone surveys used to check that your customers are happy with your business. On average, an operator can call ten clients every hour and ask six multi-choice questions during each call. The steps needed to start using telephone surveys are to find an experienced agency, devise the correct question and then react to the results in a positive way. Checking up on your progress with another survey in 12 months.
If all of this makes sense and you want to start using customer satisfaction telephone surveys today you can Call BHT Marketing on 0808-172-1900 for a free consultation or click here to fill in our form and one of us will give you a call to discuss how we can help.