A study showed that 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. That's wild. Especially when a repeat customer spends 67% more than a new customer.
Companies should prioritise excellent customer service because more than being something nice to have, it can really impact the bottom line of your company.
This survey template is designed to be sent out at the end of every customer service interaction. Whether that's a live chat or an in person troubleshooting session, this simple, quick and expert written question set will draw out scores for the performance of your customer service representative and improve customer experience (CX).
How would you rate the quality of the service you received?
As usual, your survey should start with a general question to help you segment responses that follow. A good one to ask here is generally how happy someone was about the service they received. You can likely look at question 2 differently for respondents who give negative responses vs those who give positive responses.
Was the customer service team able to resolve your problem?
It's not a complicated question but if you've left a customer without their issue resolved, you'll want to go back to them with some kind of follow up anyway. This question will help you double check that each customer is happy with the support they received.
Did the customer service team understand the problem you were having?
Being 'heard' is one of the most powerful feelings that a customer can have for their feelings of trust and loyalty in your company going forward. Ensure that your customers have felt valued and listened to by asking them whether they were understood by your reps.
How likely are you to recommend us to a colleague or a friend?
This is the Net Promoter Score (NPS) question but you don't need to use it in that way if you don't want to. This simply gives you an idea of how well you're doing – if you're scoring around 7-8, you're not doing badly but also not excelling. 9-10 and you're knocking it out of the park. But if you're 6 or below, you should follow up on what went wrong so that you don't churn customers at the end of their lifecycle with you.
Is there anything else we should know?
This one is an optional extra and that's why it comes at the end of the survey. You can expect a drop in engagement here but the responses you get will likely be really valuable. If a person gets to the end of this survey and still wants to type a comment to you, that gives you something unique and interesting to factor into your actions and follow ups.