What is a Post-Call Survey?
A Post-Call Survey is a simple way to get effective feedback from your clients. These can lead to another KPI and a at a glance view of your customer satisfaction.
How can you utilize a Post-Call Survey?
A customer focused approach is widely becoming the norm, and with this a massive push for customer satisfaction in underway. In order for you to be able to join the wave you must be able to effectively train your staff, monitor your agents performance, and have access to data/feedback from your customers.
What’s the easiest way for you to get this from your customers? ASK THEM!
So if you are going to ask them, how do you get the right information?
1. Be clear about what you want to know from your client.
When you are working with your team to figure out questions make sure you have decided on a focal area. It could be customer satisfaction, brand awareness, agent performance, etc. Once you have decided you will need to refine this even further.
Did your agent address your concern to your standards?
Did our product exactly fill your needs?
Would you refer our product/service to friends or family?
If your survey is clear and to the point the customer will feel it is more useful and your results will have superior data.
2. Keep your wording simple
Don’t be ambiguous. Ask your questions in simple language and as directly as possible. You will have a range of customers and you need them all to understand what they are being asked straight away. Take these two questions, which is easier to understand?
If you were ever asked by a neighbour, friend or family member what product similar to this would be useful for them, would you recommend our product?
Would you recommend our product to someone you know?
3. Don’t lead your customer.
Don’t give your customer the answer in your question.
Were you disappointed/happy with the service you were given?
A survey is not a sales tool, you are looking for unbiased information. If you use words that give a positive or negative side to the question you will influence the answer the client gives.
4. Ask closed questions
That’s right, every sales trainer will cringe at that statement, but you need interpretable data not a needs analysis. If you ask questions that can’t clearly be answered you will end up with unreadable data. Yes/no questions, or questions with a clear answer is what we are going for.
How many times have you used this service?
Press 1 for once
Press 2 for twice
5. Use the right scale
The average is to use 1-9 on every question. Are you average or do you want your customer to understand and finish the survey?
Press 1 for yes, press 2 for maybe, or 3 for no.
You can use the scale you need for the question. Many times when a 1-9 scale is used a customer does not want to choose one of the extremes. This means that you will potentially have harder to interpret data. This about the clients perspective and what is the easiest for you to interpret.
6. Keep it Short.
Get to the point! Nobody wants to answer 20 questions. The less questions you ask the more likely the client will get to the end.