Good customer service can make or break your business. Making sure your customer gets help when they need it is crucial to customer retention. One of the ways to keep customer service at the top of the game is to get immediate feedback using a customer service survey.
Here you can find a template for a customer service survey. It’s just one of the survey templates available to LeadQuizzes users. It focuses mainly on the way your business interacts with customers who encounter problems with the product or service.
If you are looking for a customer satisfaction survey, that touches upon the quality of product and shopping experience, you can find it here.
How much does bad customer service cost?
If you aren’t convinced that gathering feedback on the quality of your customer service is a priority, maybe some of these stats will change your mind.
Yes, bad customer service is insanely costly!
- A third of Americans will consider switching companies after just a single instance of poor service.
- Americans tell an average of 15 people about a poor service experience.
- U.S. companies lose more than $62 billion annually due to poor customer service.
And yes, good customer service can go a long way. Acquiring a new customer is 5 to 25 times more expensive than keeping a current one. Helping your customers when they needed and reaching the desired solution is a fairly simple way to build a relationship based on trust and loyalty. And numbers confirm that!
- U.S. consumers are willing to spend 17% more to do business with companies that deliver excellent service, up from 14% in 2014
- 7 out of 10 U.S. consumers will spend more money with a company that delivers great customer service
- Increasing customer retention rates by 5% increases profits anywhere between 25% and 95%
Now that we established that keeping your customers happy is one of the prerequisites to a stable, successful business, let’s talk about the need for feedback.
Why you need a customer service survey
There are several reasons why you should not leave the quality of your customer service to guesswork.
Insight into the quality of your service
Customer service survey will enable you to understand how quick your response time is and how knowledgeable and pleasant your representatives are. It allows you to identify weak points in your customer service strategy of further capitalize on your strengths.
Nurturing customer loyalty
The customer service survey makes a good impression. It shows that you care and that you are willing to improve or maintain great customer experience.
Damage control
Last, but not least, imagine the situation where your customer feels dissatisfied with the way you handled their problem. What are they going to do? As statistics have shown, they are going to tell friends. Moreover, they are going to take criticism to social networks and review sites. Sending a customer service survey immediately after their ticket is closed is one way to keep criticism “in the house”. The customer has an opportunity to vent immediately, and you have an opportunity to reach out and fix your mistake.
Questions in Customer Service Survey
When you make a customer service surveys, you want to make sure you follow three rules that will make sure your survey questions are spot on.
1. Keep it simple by using clear language devoid of technical words.
2. Keep it short and informative so you can make sure the customers don’t drop out because they felt like the survey was taking too much of their time and effort.
3. Run split tests with a few variations of the survey, so you can see which tweaks contribute to higher response and completion rates.
Our customer service survey template consists of six questions, of which one is open-ended. The rest have responses based on the Likert scale, which measures opinions and attitudes on a 5-degree scale.
We start off by determining how long it took the customer service to respond to the initial request or question. In general, you want that to be as soon as possible, and no longer than 24 hours.
Similarly, we focus on the amount of time it took to resolve the problem. Depending on your specific business and industry, it shouldn’t take longer than three days to do that.
The follow-up question refers to the customer’s overall satisfaction with the process.
The next two questions refer to your representative’s manners and knowledge required to resolve the issue.
The last question is open-ended, allowing the respondent to give more detailed, qualitative feedback.
Don’t forget about the follow-up. There is no point in making and distributing a survey is nothing is going to change for the better. Ask customers whether they want you to contact them.
Extremely dissatisfied customers should be contacted immediately, so give them the option to leave a phone number or email so your customer service can reach out.
Conclusion
Now you are all set up to make your own customer satisfaction survey!
Want to try it straight away? All you need to do is sign up here. You get two weeks to try our survey builder for free. You can use the template we provided, edit it, or make as many new surveys, forms, and quizzes as you want! Give it a try!
