customer service

The Importance Of Employee Reward And Recognition

Survey Tips

You know the importance of sending surveys to your customers. Most likely you do this because you are dedicated to improving your customer service.

Yet, the only way your business will shine is if customer service is part of the very fabric of your company. For this to happen, it must start with you, and your employees must buy in. (tweet this)

In other words, you can do all the advertising in the world, send surveys on a regular basis, and if your team isn’t on board, things will be tough.

One way to encourage your staff to provide the best service is to incentivize your managers and your team for good reviews. Let’s look at the importance of employee reward and recognition.

Reward Employees Named in Surveys

Let’s say a survey respondent names one of your employees positively in a survey. Consider rewarding your team member for the mention.

For example, you might give them a gift certificate, Friday afternoon off, or a small bonus.

Set Goals

If your first survey garnered less than perfect results, set a goal for your staff.

For example, if you send a Net Promoter Score survey, and it comes back on the low-end, set goals for each quarter. Your goal might be to raise your score by one-two points each quarter.

Then, if your team meets the first quarter goal, they get a reward. If they meet the second quarter goal, they get another, and the same for quarters three and four.

If all four goals were met, consider a bigger reward and recognition at the end of the year.

Get creative. Ask your employees what might motivate them, and then set the rewards in motion.

Final Thoughts

Providing the best customer experience possible is what sets businesses apart in the 21st century, and surveys help you uncover valuable data to do this.

Get your employees on board by rewarding and recognizing them for your positive surveys.

Because the happiness of your customers stems directly from the contentment of your employees, you’ll find that actively engaging them in the process helps drive business and your overall growth.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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How to Measure the Success of Your Support Department

General

Well-known management consultant, Peter Drucker, said, “What gets measured, gets managed.”

His management philosophy means that the best plan of action is to measure the things that matter to your company. One of the most important things to measure is customer satisfaction.

If you’re ready to more than meet your customers’ needs and exceed their expectations every time, you want data you can measure.

Here’s how to measure the success of your support department.

How to Measure Satisfaction

One way to measure success is to send out feedback surveys. This helps you assess how well your support team is doing while learning what your customers need and expect.

These metrics help you keep tabs on what your customers experience when they talk with your support team. Is the time spent with your support staff easy, or is their time difficult and frustrating?

You can always use the Net Promoter Score (NPS) survey to measure customer satisfaction. Yet, in this case, the NPS merely scratches the surface of your customers’ whole experience with support.

Consider also sending surveys that measure the following:

  • The number of conversations a person had with your support department to resolve the issue.
  • How many customers hung up frustrated.
  • If your customers felt their issues were resolved.
  • Overall satisfaction.
  • If customers felt the amount of time spent on the phone was satisfactory.
  • Whether or not the team member was friendly, courteous and ready to help.

Final Thoughts

Your customer support department is highly measurable. From things such as call volume, chat time, interaction counts, resolution rates, and customer satisfaction, you can record data and measure it quite easily.

Remember that you can only change and improve the things you are aware of. If you don’t know about the success of your support department, you can’t reward it or improve it.

Because your support department and ensuring customer service is meaningful to the success of your company, it makes good business sense to measure it on an ongoing basis. (tweet this)

Your satisfied customers who had a good experience with your support department are the ones who’ll return to shop with you.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: rawpixel on Unsplash