The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
We're live!
Friday - December 16, 2005 03:15 PM in
We're now gathering live survey data with Express Feedback on our first pilot site.
Not much volume so far (this is very early test phase), but there's no question that this is turning out to be really useful. Even with the limited data we've gotten so far, our pilot client has discovered useful information about how their customer service is performing. Things they hadn't been learning before (they had been using end-of-call surveys, which tend to miss a lot of problems).
There's just no substitute for calling the customer back within a few minutes of the end of the call. We're getting very high participation rates, plus the call is still fresh in the customer's mind, so they can tell us exactly how it went, and what went wrong.
More later....this has been a very busy day.
Posted by Peter Leppik
There's just no substitute for calling the customer back within a few minutes of the end of the call. We're getting very high participation rates, plus the call is still fresh in the customer's mind, so they can tell us exactly how it went, and what went wrong.
More later....this has been a very busy day.
Posted by Peter Leppik
Posted at 03:15 PM by | | | |