Knowing what your customers really think.
Industries We Serve:
Knowing what your customers think
Knowing what your customers truly think is critical to retaining your customers – and keeping your profits. By identifying the needs, wants, and expectations of your customers, your business is able to maximize customer satisfaction and retention. Most importantly, a well done customer satisfaction survey will arm your company with valuable information needed to ensure your hard-earned customers do not go elsewhere.
Is your company facing a sudden drop in revenue or profits? Is a once solid customer base mysteriously eroding? Do certain business groups or sales teams lag behind company averages? Does the lack of a formal methodology to measure and track the effectiveness of your sales and service staff give cause for concern?
Companies facing one or more of these issues may benefit from a customer satisfaction survey. When considering the merits of a customer satisfaction survey, consider the following:
Sales and marketing professionals know that customer satisfaction is essential to the survival of their businesses and need the best means available to find out whether customers are satisfied.
VoiceCloud has the experience to recommend the right survey questions for your company’s unique situation and eliminates the need for human based surveys by automating the process, transcribing the results and providing you with the market research results you are looking for.
Each customer satisfaction survey is tailored to your specific information objectives. We will develop your custom telephone surveys based upon what you want to know and how this information will be used within your company. Regardless of survey methodology, the results will provide actionable data that will help your business grow.
VoiceCloud meets these needs by providing your clients with a simple prompting system to enter the information necessary that can then be sent to your call center agents via email or VoiceCloud API. We can even assign your organization a new Local or Toll-Free number that flows directly to the IVR.
VoiceCloud can arrange effective scripts and have them professionally recorded.
Multiple choice questions
Questions with two or more answer options. Useful for all types of feedback, including collecting demographic information. Answers can be “yes/no” or a choice of multiple answers. Beware of leaving out an answer option, or using answer options that are not mutually exclusive.
Example 1: Are you a new customer? Yes / No
Example 2: If no, how many times have you visited our website in the past month?
Rank order scale questions
Questions that require the ranking of potential answer choices by a specific characteristic. These questions can provide insight into how important something is to a customer.
Rating scale questions
Questions that use a rating scale for responses. This type of question is useful for determining the prevalence of an attitude, opinion, knowledge or behavior.
There are two common types of scales:
Guidelines for using a 5-point scale
Semantic differential scale
In a question using a semantic differential scale, the ends of the scale are labeled with contrasting statements. The scales can vary, typically using either five or seven points.
Questions where there are no specified answer choices. These are particularly helpful for collecting feedback from your participants about their attitudes or opinions. However, these questions may require extra time or can be challenging to answer, so participants may skip the questions or abandon the survey. In addition, the analysis of open-ended questions can be difficult to automate, and may require extra time or resources to review. Consider providing extra motivation to elicit a response (e.g., “Your comments will help us improve our website”) and ensure there is enough space for a complete response.
Example: What are two ways we could have improved your experience with our agency today? We take your feedback very seriously and review comments daily.
Contact Us today to discuss how we can assist with your organization’s survey needs.