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Description of the method
Customer Service Surveys evaluate the experience a customer had with your customer service team. They work best when sent to customers immediately after the customer service interaction so that the experience is fresh in their mind. Customer service surveys can be running consistently as a real-time measure of customer satisfaction and enable issues to be resolved quickly.
What Great Questions can you answer?
How is our customer service being received?
Where can we improve our service?
Are there similar problems that happen over and over?
Strengths of the method
Easy to run consistently
Identify service gaps
Find opportunities to improve experiences
Disadvantages of the method
Can receive skewed results
Need to be sent immediately after interaction
Volume might be such that analysis is hard to keep up on
