Tips For Writing Good Questions In Post-call Satisfaction Surveys

When it comes to measuring customer satisfaction and improving customer experience (CX), post-call surveys can be a valuable tool for businesses. However, without the right questions, it can be challenging to obtain the information necessary for the company to make meaningful improvements.

In this post, we’ll outline some tips for writing post-call satisfaction questions that can help businesses make the most of their customer feedback.

What Is A Post-call Satisfaction Survey Used For?

Businesses use post-call satisfaction surveys to collect feedback from customers about their interactions with contact center agents. This survey is done immediately after the call.

Its main objective is to measure customer satisfaction and identify areas to improve service. By analysing user feedback, you can identify common problems and take steps to fix them.

In addition, these types of surveys can be used to collect data on customer preferences and behaviour. This can help improve products and services to better meet customer needs and improve the overall experience.

In summary, a post-call satisfaction survey is a useful tool for companies looking to improve customer service. By collecting feedback directly from users, key insights can be quickly obtained.

What Are The Components Of A Good Post-call Survey Question?

• Brevity: avoid making the survey too long, as respondents may lose interest and leave before completing it.
• Focus on a single topic: it is advisable to focus on one main topic per survey to avoid confusing or overwhelming respondents.
• Asking specific questions: being clear and specific in the wording helps to avoid ambiguity or confusion in the respondent’s interpretation of the question.
• Use of understandable language: the questions should be simple and easy to understand so that the respondent can answer them accurately.
• Do not ask yes/no questions: avoid limiting the respondent’s response options to only “yes” or “no” if more detailed information is desired.
• Clarity: clearly indicate what information you are trying to collect from each question to avoid confusion or misinterpretation.
• Relevant questions: ensure that each question is directly related to the topic of the survey and avoid irrelevant questions.
• Open or closed format: the format of the question depends on the type of information that is needed. Open questions allow for detailed feedback, while closed questions have specific answer options.
• Measurable responses: the question should generate measurable responses that can be easily analyzed for trends and patterns.

What Types Of Customer Satisfaction Survey Questions To Avoid?

• Leading questions: those that suggest a particular answer or use biased language.
• Confusing questions: questions those are difficult to understand or have multiple meanings that can lead to inaccurate results.
• Double questions: those that ask two things at once, such as: “Do you think our product is useful and easy to use?” These types of questions can be confusing and lead to inaccurate results.
• Questions written using jargon or technical language: These are often difficult for respondents to understand. Therefore it is important to use clear and understandable language.

Key Takeaways

Writing good questions in post-call satisfaction surveys is crucial for companies to gather valuable customer feedback. If the questions raised are clear and concise they can substantially improve the customer experience (CX).

To get the best customer service and maximum user satisfaction, it is necessary to use the right call center software. When conducting a post-call survey, it is important that the survey allows you to easily collect the data needed by the business.