The most obvious way to improve your customer service survey score is by addressing your customers’ issues and concerns. Here are the key steps you should take to do it successfully:
- Identify areas for improvement: Peruse your survey results and identify common themes or areas where most customers gave lower scores. When you find them, focus on their progress.
- Communicate with your customers: Talk to customers with the lowest scores and try to understand their concerns. This way, you’ll identify specific issues and get down to brass tacks.
- Take action: Based on the customer feedback, make changes to your customer service policies or any process. This could involve training your team on new techniques, implementing new strategies, or changing customer service operations.
- Monitor and track progress: Conduct occasional surveys to keep track of your customer service survey score over time or search for trends. This way, you’ll be able to determine whether your efforts are paying off.
- Seek additional feedback: Find other ways to collect feedback from your customers, such as through social media platforms, online reviews, or informal conversations with your team. If you miss something through the survey, these will help you find and improve it.
Tip: If you want to run another customer satisfaction survey, click here to discover the best practices and tips.