A Customer Service Telephone Survey

Filed in archive Customer Service on July 25, 2006

Today your customers have more choice and options than ever before and keeping your customers is more important than ever. How do your customers feel about your company and it's products or services? Ask them by getting someone, other than yourself to call them and ask the following questions:

Customer Service and Satisfaction Survey

1. Get the name and phone number of the person you are calling.

2. My name is _________, I am with ____________ Do you have a moment?

If they answer Yes go to #3. If No, go to #4.

3. I am with out Client Care team. Recently, we completed __(description of job)___ and we would appreciate some feedback from you about our work. I only have 5 questions and your answers will help us to improve the quality of our work and ensure your complete satisfaction. Is that OK?

If they answer Yes go to #5. If No, go to #4.

4. "Is there a time that works better for you?"

If they are just not interested in answering the questions, record that and say...

"Thank you for your time Sir/madam, have a good day."

Send report to _________

5. Thank you Sir/Madam. "What two things did you appreciate the most about our service on this job?"

Record their response here... if you do not understand what they mean, say
"I am not sure I understood that, could you clarify that for me?"

If they say they cannot think of anything, then say, "Our goal is 100% client satisfaction and any feedback you could provide would be greatly appreciated. Were we professional? Did we keep our commitments? Did you get what you expected?

When complete move to question #6

6. "What could we have improved?"

If they say they cannot think of anything, move to the next question.

7. "If you had the opportunity to change one thing about Port One, what would it be?"

Listen to what they say and try to ask clarifying questions: "How would that help or benefit you? In your current situation why would making this change be important to you?"

8. "When you think of other companies similar to Port One, how does Port One differ?"

Remember, always try to ask clarifying questions, especially if you do not understand what they are saying, for example, you could ask: "I'm not sure I quite understand, could you help me understand that more? Why do you say that? That's interesting, why is that important?"

9. "Would you recommend ______ to your friends or business associates?"

Let me know if you use this survey and how it works for you and what you learned. Comments, suggestions, and feedback always appreciated