What makes for a great customer service experience?
Our customer support teams work themselves to the bone to make sure your clients’ problems are solved, thus positively contributing to overall customer satisfaction levels.
But what are the constituents of a truly satisfying, professional interaction with customer service?
Some customers put the speed of solving the issue at the top, while others like for their interaction to be not only helpful but also fun, and for the customer support agents to align with your branding or disclose their personality.
And then there are tens of other criteria that your customers might believe as is an integral part of any company that wants to provide good support.
Do you know where you stand among the competition?
This customer service evaluation template will let you find out quickly how well you’re doing across various aspects of customer service. You and your team will then be able to quickly alter your process and/or instate new procedures. Listen to your customers, apply their advice, and just wait till you see those “great customer support!” exclamations online!
Find out the how’s & why’s
With our customer service evaluation survey you’ll be able to see an overview of answers and predominant opinions. For instance, you will be asking, on a scale from 1 to 10, how friendly and knowledgeable your customer service staff is, as well as inquire about their overall opinion of customer support as a whole.
It’s amazing how many customers are responding to our surveys. For every dollar we spend on a Survicate subscription, we generate about $25 in additional revenue.
— Michael / Head of Marketing at Looka
Now, let’s assume respondents are displaying a certain level of dissatisfaction with one of your customer support areas. If they happen to share their opinions on a website or your social media channel instead of a direct message to you, you would likely feel concerned that their opinion might scare off other clients. Hence, you need to be active, and not reactive about the way you collect and process feedback from clients.
Here’s where collecting customer opinions after each customer service ticket is closed will do wonders.
Our CS evaluation survey template will not only ensure that the feedback reaches your company – and not the wider public – but also allows you to easily ask follow-up questions. This, in turn, will give your disgruntled customers a space to vent and provide you with crucial insights on what failed in the support process specifically. You’ll also know how to make amends and win your clients’ hearts over again.
Perhaps, a process you’re especially proud of is evaluated as obtrusive and lengthy? Or, maybe, your clients will want you to focus more on the overall security of the service, and request two-factor authentication via SMS?
These are just two of the many examples, but you’ll surely find out the answers in our evaluation survey!
Instantly analyze customer support satisfaction levels
With Survicate, you’re just steps away from taking all the answers you’ve collected in your survey and visualizing the results in relatable graphs. Use our built-in analytics tool to share the overall quality score of your support team, or export data to your favorite external tools, Excel, or Google Sheets.