The Customer Service Survey

Top Ten Survey Mistakes

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

Here's my personal list of the top ten:

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

Posted by Peter Leppik