Two Types of Customer Satisfaction Surveys
The first step in developing a program of customer service research is to decide which survey methodology will best suit your needs. There are two main types of customer satisfaction surveys and they serve very different purposes. |
Transactional Surveys
This approach is designed to get feedback from your customers at the same time as they are using your product or service. meaning that the survey is conducted immediately after each customer transaction. These surveys are typically quite short and focused on that transaction.
|
Point-In-Time Relationship Surveys
The purpose of this approach is to collect input from customers who have an ongoing relationship with your organization. These surveys tend to be quite comprehensive and are usually conducted among your contacts who are responsible for deciding whether or not to continue using your organization.
|
In many cases, both approaches may be appropriate as part of your customer service program. InsightQuick has experience designing both types of surveys and can advise you on the best approach to meet your needs.
We strongly believe that an unbiased, consistent and regular assessment of customer satisfaction, accompanied by action planning to address the key gaps, should be a critical component of any organization’s strategy of continuous improvement. Conducted properly, customer satisfaction surveys provide a wealth of information to improve all elements of your customers' service experience.
|
|
|
Methodologies
We'll help you choose the most appropriate method for your survey.
- Web-based
- Telephone
- IVR
- Mail/Fax
Advantages
|
