Telephone Surveys Provide Accurate Assessment of Customer Service Performance

If you were to compare two companies that provide exactly the same product at the exact same price how would you be able to predict which one would be more successful? It comes down to one thing: customer service.

Customer service is so important, in fact, that if one company sells the same product at a higher price, chances are consumers would still patronize the business which provided the best customer service, regardless if their product was more expensive.

Most businesses realize that customer service is important to their success but many do not realize just how important it is. Not only will satisfied customers remain loyal customers, they are often your best advertisement and source of new business. That’s because satisfied customers are more likely to recommend your business to their family, friends and business associates. And these type of referrals are worth their weight in gold.

Unfortunately, it often can be difficult to gauge how you are doing in terms of customer service. This is especially true if you own a large business where customers are being taken care of by a variety of individuals across multiple departments. So how can you find out just how you are doing? Research shows that the best method is to conduct telephone surveys.

Telephone surveys are a great way to discover not only how you are doing right now, they can help you determine how to improve your customer service performance in the future. Further, even if your customers are satisfied with your level of customer service, it is important that you continue to offer better and better service. After all, when it comes to customer satisfaction it is critical that you are always looking for ways to improve.

Telephone surveys do much more than gauge customer satisfaction, however. When questions are asked correctly, you will be able to determine what new products or services your customers are looking for. This allows you to carefully determine what your business development strategy needs to include.

While there are several ways to conduct customer surveys, telephone surveys have repeatedly proven to be one of the most accurate and effective. Telephone surveys also have one of the highest response rates. Even higher than email surveys.

Of course the caliber of survey taker is critical to a survey’s success. Those who conduct customer surveys must be able to ask questions in just the right manner. In other words, they need to be able to probe for answers without leading the respondent in any way.

No matter how talented a survey taker is, the strength of the organization behind that agent is paramount, as well. Only an experienced firm which specializes in telephone surveys will be able to give you a complete, detailed picture of your customer service performance.