Sample Phone Survey

There’s another new category at Service Untitled. It’s called “Exercises/Resources.” First up, is a sample customer satisfaction phone survey:

Key:

  • 5 = Strongly Agree
  • 4 = Agree
  • 3 = Neutral
  • 2 = Disagree
  • 1 = Strongly Disagree

Questions:

1. How would you rate your overall relationship with -company-?
5  4   3   2   1

(If the answer is anything other than a 5, ask more questions to find out how the relationship could be improved. Ask why if the answer is a 5.)
2. What is the main reason you use -company- instead of a competitor?

(Try and get as many details as possible. If the answer doesn’t fit in with what you’re looking for (i. e. if customer service is your main selling point, but they say price), ask a few more questions.)

3. Have you stopped doing business with a similar company recently? If yes, why?

(You may be curious, but don’t ask what company.)

4. How likely are you to continue doing business with us over the next 3 months, 6 months, 1 year, 3 years, etc.?

(Different companies have different lengths of time for an average customer. If you’re an Internet company, and ask 5 years, the customer will think you’re nuts. A better timeframe would be 6 months to 1 year.)

5. How likely are you to recommend us to other people such as friends, family, co-workers, etc.? What would you tell them?
5    4    3    2    1

(This is probably the most important question.)

6.  Have you ever had a negative experience with -company-?
Yes   No

(If the customer says yes, ask for some more details, and look into the issue. If the issue has not already been resolved, ask if it was resovled to their satisfaction (1-5 scale), and if anything besides a 5, what could you have done better?)

7. Are we helpful and available when you need us?
5   4   3   2   1
(If they say anything besides 5, ask what could be done better?)

8.  What else would you like to tell us about -company- and/or the quality of our customer service?

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Here’s an example of an exercise/resource. I’m going to try and do one of these about once every other week, and maybe once a week. Comment or email with your feedback. There’s going to be an explanation tomorrow, along with tips to get the most out of this survey.

One Response to “Sample Phone Survey”

  1. Service Untitled » Surveys - The Longer Version - customer service and customer service experience blog said:

    Nov 10, 06 at 12:56 pm

    […] Sample Phone Survey. Part 1 (the actual survey) and Part 2 (what to do with it). […]