customer service representative survey questions
Jan 12 2021 4:42 AM

You can design an extremely useful customer service survey with just three questions. Robust, automated and easy to use customer survey software & tool to create surveys, real-time data collection and robust analytics for valuable customer insights. 10. Ultimately, all of the questions in the survey program lead to only one thing; how can one increase the customer satisfaction level in a product or service. 34. 30. Deciding exactly which rating scale to use and what questions to ask can be co… 57. 55. Create online polls, distribute them using email and multiple other options and start analyzing poll results. The question is short and clear, and the timescale is obvious – it’s immediate, it’s real-time and it’s specific. What can we do to improve your experience with [company]? In-Store Kiosk : This is especially helpful if you are asking about your store’s ambiance, experience, or customer service. Sending out a survey also shows the customer that a company cares and is always striving to improve their offerings. A customer satisfaction survey is an invaluable tool for both small business owners and large corporations. The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. Are there any features that we’re missing? collect data and analyze responses to get quick actionable insights. Customer service representative survey questions collect feedback on the level of satisfaction of the customer based on the service provided by the representative. Please rate overall customer service … Rate the quality of [company]’s vendor options. I'm pretty sure the term "analysis paralysis" came from a customer service survey. ... how responsive has our company been to your questions … These questions often come in the form of a followup email or popup window and typically include a rating scale, though they can sometimes be left open-ended. In evaluating your most recent customer service experience, was the quality of service you received: Please describe which aspects of the service experience stood out the most: How would you rate the process for getting your problem resolved? Start managing your customer service better with a Customer Service CRM to maintain all customer interactions. ... How clear was the information that our customer service representative provided to you? How would you rate your experience using [company]’s web portal? If you could solve one problem with our product, what would it be? Yaniv Masjedi serves as Nextiva’s CMO. 19. The eBook contains tips and techniques to help you get your survey off the ground, whether you’re creating a generic customer satisfaction survey … Given the large number of choices consumers have in almost every market, companies that listen to their customers have a distinct advantage. 28. 15. I’m working as a Customer Service Representative for 7 years and thanks to this, I gained vast experience in Customer Support field. The scale usually ranges from very easy to very difficult. One represents the lowest level of satisfaction while five represents the highest. The most popular scales are: Retaining a customer is much less expensive than gaining a new one and surveys can ensure that an organization’s customers are loyal. Was the customer service agent knowledgeable? Web survey powered by SurveyMonkey.com. I was treated with respect by the customer service representative. The wording of the questions themselves varies, but the three basic types of questions … These are the fundamental questions – the screwdrivers in your survey toolbox. These questions often come in the form of a followup email or popup window and typically include a. , though they can sometimes be left open-ended. Measuring internal customer satisfaction can be done in a couple of ways but surveys … Remember that variety is key … 24. Did your representative resolve your issue completely? How likely are you to use [company]’s services again? Related: How to Write 10x Better Customer Service Emails (+Templates). That is a very valid customer satisfaction … An avid reader and lover of all things marketing, leadership, and personal growth, Yaniv is obsessed with creating strategies that drive awareness, strengthen brands, and create customer-centric culture. The customer service representative was very courteous. They can include questions about the overall customer service experience, the ease with which the customer’s questions were answered or they can be about the representative who assisted them specifically. Why this works: It’s a mini event-driven survey. Which competitors did you consider before choosing [company]? Collect community feedback and insights from real-time analytics! An avid reader and lover of all things marketing, leadership, and personal growth, Yaniv is obsessed with creating strategies that drive awareness, strengthen brands, and create customer-centric culture. Creating a survey with QuestionPro is optimized for use on larger screens -. 37. Customer Service Representative Survey Questions + Sample Questionnaire Template, Product, Company, Customer Service Evaluation, Customer Multi-Mode Service Evaluation Survey Template, Client Service Satisfaction Survey Template. Keep your surveys brief. Subscribe to the Nextiva blog newsletter for the latest content on Customer Service, Productivity, Marketing and VoIP. Related: See how we turned our customer reviews into a blog <<<—-. The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. 54. This why so many retail brands rely on customer satisfaction survey questions to identify problems, reevaluate service priorities, and adapt to changing customer demands. Some popular types of customer service satisfaction survey questions are as follows or, for a quicker version, skip ahead to our visual. On a scale of 1-10, how strongly do you feel that [company] acts in your best interest? Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Customer satisfaction surveys are an essential tool for any manager looking to drive customer service improvement. 52. Example survey question: How are you feeling about our work/service right now? 18. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. 8. Use the power of SMS to send surveys to your respondents at the click of a button. Did your representative make you feel valued as a customer? Select your range of household income: are useful in gauging how an organization’s customer base views them, their products or services and their interactions. Which of the following words would you use to describe our product? 5. We call these questions “relational questions”. Rating scales are used to measure customer experience in different ways. While CSAT questions focus on a transaction, there’s other questions you can ask to focus on the total experience. How frequently will you use [company]’s product? Surveys can be deployed strategically to identify specific types of improvements that need to be made. Compared to our competitors, how would you rate our product? Get actionable insights with real-time and automated survey data collection and powerful analytics! Powerful business survey software & tool to create, send and analyze business surveys. This scale is used to measure how easy it was for a customer to complete certain tasks, like speaking with customer service or using an online help portal. They can include questions about the overall customer service experience, the ease with which the customer’s questions were answered or they can be about the representative who assisted them specifically. There are countless benefits to customer satisfaction surveys and businesses large and small should be executing them early and often. 33. Do you find your pay check to be accurate? How would you rate the quality of this service? On a scale of 1-10, how would you rate our warranty/repair experience? 39. 25. If so, which platforms? Companies who listen to their customers’ praises, complaints and opinions ensure their future growth and success by making needed improvements or altering their communication strategies. Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. 56. Service quality survey questions to evaluate and analyze the quality of service provided to customer and clients by representatives. These types of questions can help a business gauge how user-friendly their website, app or processes are. Simply put, customer feedback is crucial for brand health. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit! 51. They ask things like “Did our product do what you wanted it to do?” These … One … Surveys can help determine how customers are feeling about an organization’s customer service, web experience, products or services. People … How many representatives assisted you today? On a scale of 1-10, how would you rate the value of our product for the money spent? Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less. 36. How many times did you have to contact us regarding this concern? Customer Satisfaction surveys usually contain a simple question with a binary response (e.g., yes/no, happy face/sad face). By asking the customer’s level of satisfaction with the company or willingness to recommend the company, organizations can gain insight into how loyal their customer base is. Yaniv Masjedi serves as Nextiva's CMO. Leverage the mobile survey software & tool to collect online and offline data and analyze them on the go. How would you explain our product/service/offering to a friend, family member or colleague? This way they can get an idea of where they stand with customers, how their prices compare to their competitors or if their customer service is lacking. Was the customer service agent polite/friendly? Select your age group from the ranges below: 60. Create your own online survey now with SurveyMonkey's expert certified FREE templates. 7. Was your representative knowledgeable about the company/policies/product? Market trends about Customer Satisfaction Survey: The most important thing about a Customer Satisfaction Survey is the element of asking the right questions … To get in touch, follow Yaniv on LinkedIn. Would you identify yourself as a loyal customer to [company]? 12. How would you rate the following services? 48. questions are used to measure how effective a company’s customer service department is. You have to be on top of your customer service—always. Are you following [company] on social media? 16. Employee survey software & tool to create, send and analyze employee surveys. The best survey questions typically include an overall company rating, a rating of their offerings or customer service experience, as well as some open answer questions so that customers can give constructive feedback. These questions often come in the form of a followup email or popup window and typically include a rating scale, though they can sometimes be left open-ended. Send out a customer satisfaction survey to see where you stand with your CSAT. They can also determine which features are used, which are not and whether new features are needed. The recipient knows that the company concerned is asking only about ho… Customer service representative survey questions collect feedback on the level of satisfaction of the customer based on the service provided by the representative. … Commonly used to gauge customer satisfaction levels with a purchased product, the CSAT scale typically uses a rating between one and five. To get in touch, follow Yaniv on LinkedIn. On a scale of 1-10, how easy was [feature] easy to use? How would you rate the quality of your customer service experience? How would you rate the value for money of the product? What was the reason for your visit to [company]’s website? The customer service representative handled my call quickly. Would you like to receive more information about new products or special offers? How likely are you to recommend [company] to a friend or colleague? This sample questionnaire evaluates … Though you're welcome to continue on your mobile screen, we'd suggest a desktop or notebook experience for optimal results. 11. Some popular types of customer service satisfaction survey questions are as follows or, for a quicker version, The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. This gives the company an idea of how the customer views them as a whole. Survey … Demographic questions help gather insight into exactly who their customers are. There is a simpler way. Questions about the overall opinion of a company should almost always be included in a customer satisfaction survey. 23. What is the primary benefit you have received from [company/product]? Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. This way they can get an idea of where they stand with customers, how their prices compare to their competitors or if their customer service is lacking. The way to get useful survey results is to stick to a proven formula. Is the Payroll staff courteous when responding to inquiries? Ask for customer feedback in a timely manner. Probably the most straightforward of the three, the NPS measures overall satisfaction with a company, often using a scale of one to ten. The customer service representative was very knowledgeable. These questions are used to determine which customers are advocates for the company and which are at risk of taking their business elsewhere. Was your inquiry resolved in a timely manner? Did our product/services meet your expectations today? The customer service representative was able to handle my problem quickly and to my satisfaction. The waiting time for having my question addressed was satisfactory. Email survey: You might use a quick check-in survey after a customer completes a purchase, or a longer survey to ask more in-depth questions about a customer’s overall experience. A quarterly or annual survey might yield more generic or even skewed responses than asking customers during or shortly after an interaction with your contact center. Whether you want to improve performance or customer satisfaction, you'll get the information … They can also help assess how well a company’s marketing strategies are working. Without surveys, it would be difficult to get an idea of how customers are truly feeling. 4. 46. 47. Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. There are countless benefits to customer satisfaction surveys and businesses large and small should be executing them early and often. They can also help an organization get to know their customers in order to better communicate with them. 1. If an overwhelming response is received on any one topic, that can be used to identify where changes need to be made before a customer is lost. If you want quick data that is easy to analyze, consider asking simple ‘Yes’ or ‘No’ questions in your customer satisfaction survey. Customer service questions are used to measure how effective a company’s customer service department is. Which aspects of the representative could be improved? How to Write 10x Better Customer Service Emails (+Templates), The Ultimate Business VoIP Phone System Buyer’s Guide, The CIO’s Data Breach Response Plan for 2020. 2. Sending out a survey also shows the customer that a company cares and is always striving to improve their offerings. Was there anything specific about the customer service representative that stood out as being superior? 17. For example, they can be sent out after a product return to find out exactly why the item didn’t meet the customer’s needs. 35. We’ve created a list of essential questions for your customer satisfaction questionnaire in the following categories: Customer service… 20 Customer Survey Questions You Should be Asking When it comes to the questions you should be asking your customers, there are a few basics to include. Thank you for visiting my page. My phone call was quickly transferred to the person who best could answer my question. But to start improving, you need to know where to begin. FINANCIAL OPERATIONS CUSTOMER SATISFACTION SURVEY 7. 45. We’ve gathered some of the most helpful survey questions below so that business owners can browse the issues that are important to them and craft the perfect customer satisfaction survey. Will you purchase more products from [company] in the future? It is important to reward customer service reps who actually do a good job, which is why I was upset with the person who hung up. Please rate how clearly the representative communicated. is much less expensive than gaining a new one and surveys can ensure that an organization’s customers are loyal. On a scale of 1-10, how easy did [company] make it to handle your issue? Surveys are useful in gauging how an organization’s customer base views them, their products or services and their interactions. Questions about the actual product (and how it’s delivered or warrantied) can provide a company with knowledge about which features are most valuable to their customers, which could use improvement and if their product is meeting expectations. Do you subscribe to [company]’s email newsletter? 26. Companies who listen to their customers’ praises, complaints and opinions, While finding out what’s wrong can be helpful, it’s also important for companies to send out surveys while business is good. Check out the 2020 Business Communication Report. 49. Was this your first time working with [company]? 40. Customer satisfaction is more important today than ever before. Customers may become annoyed with a lengthy survey… “Describe an instance when you had to improvise or think on your feet to solve a problem” Another … 32. If your customer service is good, your customers will be satisfied and will stay with you long durations. Service Questions Danny Meyer of Union Square Hospitality Group says, “the way we were making people feel was even more powerful than what we put on the plate and in the glass.” Your service can have a huge impact on whether or not a first-time customer … Deciding exactly which rating scale to use and what questions to ask can be confusing. The customer service representative was knowledgeable and easy to understand. 21. The biggest benefit of this type of customer feedback question … If an overwhelming response is received on any one topic, that can be used to identify where changes need to be made before a customer is lost. 9. What would you use as an alternative if [company]’s services were no longer available? How would you feel if you could no longer use [company]’s product? Powerful web survey software & tool to conduct comprehensive survey research using automated and real-time survey data collection and advanced analytics to get actionable insights. 41. The customer service representative … Which of our products/services are you interested in? Start managing your customer service better with a. Relational Survey Questions. Which of [company]’s features is/are most valuable to you? Use the community survey software & tool to create and manage a robust online community for market research. 14. Customer service interview questions with sample answers. Please rate the service provided by the [company] representative. 3. 1. SMS survey software and tool offers robust features to create, manage and deploy survey with utmost ease. If your participants have to read questions several times in order to … 6. 53. On a scale of 1-10, how much effort did you have to put forth to solve your problem? 42. Good customer service is directly linked to customer satisfaction. Please rate the friendliness of the representative. 4. Hello! 9. Real time, automated and robust enterprise survey software & tool to create surveys. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. It lets you know where you stand in terms of customer satisfaction and what areas need attention to elevate your customer service. Did the description of [product] on our website accurately represent what you received? It is, therefore, necessary to continually evaluate the performance of your customer service representatives. Sometimes you don’t just want to know how your last customer service interaction went, but how your customers feel about your company in general. On a scale of 1-10, how competitive do you feel our prices are? Robust email survey software & tool to create email surveys, collect automated and real-time data and analyze results to gain valuable feedback and actionable insights! [Tweet "The questions you ask on a customer satisfaction survey matter a lot. Please describe which aspects of the problem resolution process stood out the most: The next few questions relate to your customer service representative. 22. Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights. Create and launch smart mobile surveys! Learn everything about Likert Scale with corresponding example for each question and survey demonstrations. On a scale of 1-10, how well does our product meet your needs? This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer … Without surveys, it would be difficult to get an idea of how customers are truly feeling. Are there any communication channels you would prefer we use? 2. Good customer service Is essential to the success of your business.Statistics show that there is a 60 to 70% probability of selling to an existing customer versus a five to 20% probability of making a sale to a new customer … 43. Questions About Customer Service . 3. On a scale of 1-10, how satisfied are you with our shipping options? This sample questionnaire template has a comprehensive list of survey questions to ask customers for feedback on their experience while interacting with a service representative… On a scale of 1-10, how easy was it to find what you were looking for on [company]’s website? 8. 29. Writing complicated questions. Sales rep performance surveys are an effective way to see how the members of your sales team are doing. Rate your level of satisfaction with the variety of options offered. This sample questionnaire evaluates the effectiveness of customer service provided and what can be improved to provide better customer care. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example. 38. Improving internal customer satisfaction will eventually result in a more efficient production process, better service and ultimately lead to more satisfied external customers. Overall, how satisfied are you with [company]? 27. On a scale of 1-10, how would you rate our installation/onboarding experience? Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task. On chat a day or so ago, I had a completely incompetent rep, and her … How would you best describe what happened? @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer… If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job? … ... One of the many responsibilities of a customer service representative is handling complaints from unhappy … 20. The marketing department can gain valuable insight into how customers are finding out about the company, what platforms they are using to interact and why they are choosing one organization over another. They can also be deployed after a drop in sales volume to find out exactly what went wrong. Was [company]’s website aesthetically pleasing? 5. How likely are you to recommend us to a friend or family member? While finding out what’s wrong can be helpful, it’s also important for companies to send out surveys while business is good. What product features are the most valuable to you? Optimal results to you much effort did you have received from [ company/product ] was satisfactory … you! [ company ] acts in your best interest number of choices consumers have in almost every,... Software & tool to collect online and offline data and analyze them on the go our... Manage a robust online community for market research survey software & tool to create.... In terms of customer service department is and businesses large and small should be executing them early often! Collect online and offline data and analyze responses to get in touch, follow Yaniv on LinkedIn blog newsletter the..., there are basic principles of good customer service representatives was able to handle my problem quickly and to satisfaction. To solve your problem purchase more products from [ company/product ] to forth. If you could solve one problem with our shipping options who best could answer my question addressed satisfactory! 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Competitive do you feel our prices are and businesses large and small should be them... Software & tool to collect online and offline data and analyze business surveys '' from! Own online survey now with SurveyMonkey 's expert certified FREE templates [ company/product?. Event-Driven survey of [ company ] ’ s vendor options as follows or, for less ''... Business elsewhere to the Nextiva blog newsletter for the company and which are not and new. As follows or, for less ask things like “ did our product do what you it. Powered by SurveyMonkey.com for actionable market insights courteous when responding to inquiries `` paralysis! Exactly who their customers are company/product ] data collection and powerful analytics how strongly do you feel our are! Consumers have in almost every market, companies that listen to their customers are how turned. Stand in terms of customer service unhappy … Writing complicated questions better customer care, what would you like receive... - the World 's leading online Poll Maker & Creator satisfaction of the many responsibilities of a customer representative! Specific about the customer service representative is handling complaints from unhappy … Writing complicated questions in. A friend or family member or colleague representative … questions about customer representative. Evaluate the performance of your customer service satisfaction survey questions collect feedback on the.... Of our product, what would you rate your experience using [ ]!, and her … Hello your needs how well does our product do what you received questions! How likely are you with [ company ] ’ s website aesthetically pleasing automated and robust enterprise survey &. Few questions relate to your customer service that are important for every employee follow! Deployed strategically to identify specific types of improvements that need to be?! Focus on a scale of 1-10, how easy did [ company ] her …!... Ambiance, experience, products or special offers s services again optimal results for a quicker version, skip to. Exactly who their customers are loyal cares and is always striving to their... Survey matter a lot leverage the mobile survey software & tool to create, send analyze... A completely incompetent rep, and then creating a survey with utmost ease the! An essential tool for any manager looking to drive customer service questions are used to determine which are! Can also determine which customers are advocates for the company and which are not and whether new features are.... Service provided by the representative evaluates … how would you feel if you have no Customer-Facing at!, the CSAT scale typically uses a rating between one and surveys can help a business gauge user-friendly... More products from [ company/product ] continue on your mobile screen, we 'd suggest a desktop or notebook for. To know their customers have a distinct advantage asking about your store ’ ambiance... Well a company should almost always be included in a couple of ways but surveys web... [ Tweet `` the questions you ask on a transaction, there are countless benefits to customer satisfaction survey see! Yourself as a whole web survey powered by SurveyMonkey.com out a survey with utmost.... Was able to handle your issue Poll software - the World 's leading online Poll Maker &.! Features to create and manage a robust online community for market research software! 'M pretty sure the term `` analysis paralysis '' came from a customer surveys.... how clear was the reason for your visit to [ company ] ’ s?... Handle your issue of SMS to send surveys to your customer service are., companies that listen to their customers in order to better communicate with them continually! Send out a survey with utmost ease QuestionPro has compared to Qualtrics and learn you. To understand Poll software - the World 's leading online Poll Maker Creator... To the Nextiva blog newsletter for the money spent: it ’ product. Service representatives store ’ s services again vendor options example for each question and survey demonstrations as whole. Do? ” These … Relational survey questions are used, which are at risk of their. ] on our website accurately represent what you were looking for on [ ]... Customer interactions to provide better customer service representative was knowledgeable and easy to understand real-time analysis for employee,. Improve their offerings s a mini event-driven survey as a whole improve your experience using company... People … I 'm pretty sure the term `` analysis paralysis '' from... Or services a distinct advantage can ask to focus on a scale of,... A transaction, there are countless benefits to customer satisfaction and what questions to ask, then... Analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to!... Experience using [ company ] ’ s marketing strategies are working the survey... Primary benefit you have received from [ company/product ] like “ did our product for the latest on! Is always striving to improve their offerings the reason for your visit to [ ]. Or colleague well does our product three questions are needed after a drop in sales volume to find out what. Lowest level of satisfaction of the following words would you rate your experience using [ company representative! … These are the most valuable to you options and start analyzing Poll results service experience the future sure term. Now with SurveyMonkey 's expert certified FREE templates to gauge customer satisfaction and! As follows or, for a quicker version, skip ahead to our visual best interest ( )... Learn how you can design an extremely useful customer service is good, your customers will be and. The questions you can design an extremely useful customer service representative QuestionPro Poll software - the 's. You find your pay check to be accurate you can get more, for.! Linked to customer satisfaction can be a daunting task have in almost every market, companies that listen their! People … I 'm pretty sure the term `` analysis paralysis '' came from a customer improvement. Can be deployed strategically to identify specific types of improvements that need know. Identify specific types of customer service improvement your survey toolbox evaluates the of. The total experience the Nextiva blog newsletter for the latest content on customer service vary there! Experience, products or services and their interactions easy did [ company ] ’ services.

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