The Customer Service Survey

Top Ten Survey Mistakes

by Peter Leppik on Thu, 2007-05-10 01:00

There's lots of common mistakes people make when designing a customer service survey.

Here's my personal list of the top ten:

  1. Surveying customers on the same phone call as a customer service interaction
  2. Not allowing a free response on the survey
  3. Asking vague, unfocused questions instead of specific questions about the experience
  4. Waiting more than an hour to survey the customer
  5. Not tying individual survey responses to call recordings and other call data
  6. Not offering customers a follow-up from a supervisor when there was an unsatisfactory experience
  7. Not tying survey data to specific business goals
  8. Asking the same question over and over with only slight variations
  9. Asking too many questions on the survey
  10. Thinking of a survey as purely data collection, and forgetting that how the survey is performed will influence your brand image
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