Customer Service Representative Survey Questions + Sample Questionnaire Template, Product, Company, Customer Service Evaluation, Customer Multi-Mode Service Evaluation Survey Template, Client Service Satisfaction Survey Template. 6. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task. By asking the customer’s level of satisfaction with the company or willingness to recommend the company, organizations can gain insight into how loyal their customer base is. Is the Payroll staff courteous when responding to inquiries? Good customer service Is essential to the success of your business.Statistics show that there is a 60 to 70% probability of selling to an existing customer versus a five to 20% probability of making a sale to a new customer … Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit! How would you rate your experience using [company]’s web portal? Questions about the overall opinion of a company should almost always be included in a customer satisfaction survey. 30. What would you use as an alternative if [company]’s services were no longer available? How would you rate the following services? The scale usually ranges from very easy to very difficult. Keep your surveys brief. SMS survey software and tool offers robust features to create, manage and deploy survey with utmost ease. Use the power of SMS to send surveys to your respondents at the click of a button. Customer service interview questions with sample answers. 23. The customer service representative was knowledgeable and easy to understand. 43. 52. Do you subscribe to [company]’s email newsletter? How many representatives assisted you today? They can also help assess how well a company’s marketing strategies are working. While finding out what’s wrong can be helpful, it’s also important for companies to send out surveys while business is good. 8. Writing complicated questions. Probably the most straightforward of the three, the NPS measures overall satisfaction with a company, often using a scale of one to ten. These questions often come in the form of a followup email or popup window and typically include a. , though they can sometimes be left open-ended. How would you rate the quality of this service? This sample questionnaire evaluates … If you want quick data that is easy to analyze, consider asking simple ‘Yes’ or ‘No’ questions in your customer satisfaction survey. The biggest benefit of this type of customer feedback question … Thank you for visiting my page. This why so many retail brands rely on customer satisfaction survey questions to identify problems, reevaluate service priorities, and adapt to changing customer demands. On a scale of 1-10, how would you rate the value of our product for the money spent? On a scale of 1-10, how well does our product meet your needs? Please describe which aspects of the problem resolution process stood out the most: The next few questions relate to your customer service representative. Was the customer service agent polite/friendly? 9. Hello! Without surveys, it would be difficult to get an idea of how customers are truly feeling. Check out the 2020 Business Communication Report. They can also help an organization get to know their customers in order to better communicate with them. They can include questions about the overall customer service experience, the ease with which the customer’s questions were answered or they can be about the representative who assisted them specifically. Real time, automated and robust enterprise survey software & tool to create surveys. Example survey question: How are you feeling about our work/service right now? Sending out a survey also shows the customer that a company cares and is always striving to improve their offerings. I'm pretty sure the term "analysis paralysis" came from a customer service survey. Measuring internal customer satisfaction can be done in a couple of ways but surveys … Ultimately, all of the questions in the survey program lead to only one thing; how can one increase the customer satisfaction level in a product or service. 9. Some popular types of customer service satisfaction survey questions are as follows or, for a quicker version, skip ahead to our visual. 5. The customer service representative handled my call quickly. [Tweet "The questions you ask on a customer satisfaction survey matter a lot. 20 Customer Survey Questions You Should be Asking When it comes to the questions you should be asking your customers, there are a few basics to include. 10. The wording of the questions themselves varies, but the three basic types of questions … Surveys are useful in gauging how an organization’s customer base views them, their products or services and their interactions. What product features are the most valuable to you? The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. This way they can get an idea of where they stand with customers, how their prices compare to their competitors or if their customer service is lacking. My phone call was quickly transferred to the person who best could answer my question. Yaniv Masjedi serves as Nextiva’s CMO. Was your inquiry resolved in a timely manner? collect data and analyze responses to get quick actionable insights. These are the fundamental questions – the screwdrivers in your survey toolbox. Which of [company]’s features is/are most valuable to you? How would you explain our product/service/offering to a friend, family member or colleague? 40. Service Questions Danny Meyer of Union Square Hospitality Group says, “the way we were making people feel was even more powerful than what we put on the plate and in the glass.” Your service can have a huge impact on whether or not a first-time customer … Compared to our competitors, how would you rate our product? How frequently will you use [company]’s product? How would you rate the quality of your customer service experience? Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Create and launch smart mobile surveys! Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. 15. For example, they can be sent out after a product return to find out exactly why the item didn’t meet the customer’s needs. 35. Email survey: You might use a quick check-in survey after a customer completes a purchase, or a longer survey to ask more in-depth questions about a customer’s overall experience. 57. These questions often come in the form of a followup email or popup window and typically include a rating scale, though they can sometimes be left open-ended. This scale is used to measure how easy it was for a customer to complete certain tasks, like speaking with customer service or using an online help portal. 46. On a scale of 1-10, how would you rate our installation/onboarding experience? Was this your first time working with [company]? 34. 19. On a scale of 1-10, how competitive do you feel our prices are? It lets you know where you stand in terms of customer satisfaction and what areas need attention to elevate your customer service. Overall, how satisfied are you with [company]? 1. On a scale of 1-10, how easy was [feature] easy to use? 42. An avid reader and lover of all things marketing, leadership, and personal growth, Yaniv is obsessed with creating strategies that drive awareness, strengthen brands, and create customer-centric culture. Select your range of household income: are useful in gauging how an organization’s customer base views them, their products or services and their interactions. 12. Which of the following words would you use to describe our product? Will you purchase more products from [company] in the future? 24. Market trends about Customer Satisfaction Survey: The most important thing about a Customer Satisfaction Survey is the element of asking the right questions … The customer service representative was very courteous. We’ve created a list of essential questions for your customer satisfaction questionnaire in the following categories: Customer service… I’m working as a Customer Service Representative for 7 years and thanks to this, I gained vast experience in Customer Support field. Simply put, customer feedback is crucial for brand health. Did your representative resolve your issue completely? Please rate the friendliness of the representative. 17. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. To get in touch, follow Yaniv on LinkedIn. What can we do to improve your experience with [company]? How would you best describe what happened? How likely are you to use [company]’s services again? Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. The customer service representative was able to handle my problem quickly and to my satisfaction. Surveys can be deployed strategically to identify specific types of improvements that need to be made. While CSAT questions focus on a transaction, there’s other questions you can ask to focus on the total experience. One represents the lowest level of satisfaction while five represents the highest. 8. 45. I was treated with respect by the customer service representative. 48. These questions are used to determine which customers are advocates for the company and which are at risk of taking their business elsewhere. If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job? The way to get useful survey results is to stick to a proven formula. 28. We call these questions “relational questions”. How many times did you have to contact us regarding this concern? On chat a day or so ago, I had a completely incompetent rep, and her … An avid reader and lover of all things marketing, leadership, and personal growth, Yaniv is obsessed with creating strategies that drive awareness, strengthen brands, and create customer-centric culture. These types of questions can help a business gauge how user-friendly their website, app or processes are. Some popular types of customer service satisfaction survey questions are as follows or, for a quicker version, The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. Questions About Customer Service . Sometimes you don’t just want to know how your last customer service interaction went, but how your customers feel about your company in general. Whether you want to improve performance or customer satisfaction, you'll get the information … Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights. Deciding exactly which rating scale to use and what questions to ask can be confusing. They can also determine which features are used, which are not and whether new features are needed. Sending out a survey also shows the customer that a company cares and is always striving to improve their offerings. Surveys can help determine how customers are feeling about an organization’s customer service, web experience, products or services. This sample questionnaire evaluates the effectiveness of customer service provided and what can be improved to provide better customer care. The customer service representative … 41. 11. Select your age group from the ranges below: 60. The recipient knows that the company concerned is asking only about ho… 2. Did your representative make you feel valued as a customer? 55. On a scale of 1-10, how much effort did you have to put forth to solve your problem? In evaluating your most recent customer service experience, was the quality of service you received: Please describe which aspects of the service experience stood out the most: How would you rate the process for getting your problem resolved? 5. Would you like to receive more information about new products or special offers? Do you find your pay check to be accurate? On a scale of 1-10, how easy did [company] make it to handle your issue? 25. Relational Survey Questions. On a scale of 1-10, how would you rate our warranty/repair experience? Sales rep performance surveys are an effective way to see how the members of your sales team are doing. We’ve gathered some of the most helpful survey questions below so that business owners can browse the issues that are important to them and craft the perfect customer satisfaction survey. Did the description of [product] on our website accurately represent what you received? Which of our products/services are you interested in? Related: See how we turned our customer reviews into a blog <<<—-. Powerful business survey software & tool to create, send and analyze business surveys. The question is short and clear, and the timescale is obvious – it’s immediate, it’s real-time and it’s specific. ... One of the many responsibilities of a customer service representative is handling complaints from unhappy … … Creating a survey with QuestionPro is optimized for use on larger screens -. Though you're welcome to continue on your mobile screen, we'd suggest a desktop or notebook experience for optimal results. 3. “Describe an instance when you had to improvise or think on your feet to solve a problem” Another … On a scale of 1-10, how satisfied are you with our shipping options? Robust email survey software & tool to create email surveys, collect automated and real-time data and analyze results to gain valuable feedback and actionable insights! Please rate how clearly the representative communicated. 26. Remember that variety is key … What was the reason for your visit to [company]’s website? Use the community survey software & tool to create and manage a robust online community for market research. The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. Robust, automated and easy to use customer survey software & tool to create surveys, real-time data collection and robust analytics for valuable customer insights. It is, therefore, necessary to continually evaluate the performance of your customer service representatives. Deciding exactly which rating scale to use and what questions to ask can be co… 47. 32. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations. 4. 20. Was [company]’s website aesthetically pleasing? This sample questionnaire template has a comprehensive list of survey questions to ask customers for feedback on their experience while interacting with a service representative… 36. Subscribe to the Nextiva blog newsletter for the latest content on Customer Service, Productivity, Marketing and VoIP. Rate your level of satisfaction with the variety of options offered. 56. One … Service quality survey questions to evaluate and analyze the quality of service provided to customer and clients by representatives. That is a very valid customer satisfaction … 3. Web survey powered by SurveyMonkey.com. Questions about the actual product (and how it’s delivered or warrantied) can provide a company with knowledge about which features are most valuable to their customers, which could use improvement and if their product is meeting expectations. How to Write 10x Better Customer Service Emails (+Templates), The Ultimate Business VoIP Phone System Buyer’s Guide, The CIO’s Data Breach Response Plan for 2020. Customer satisfaction surveys are an essential tool for any manager looking to drive customer service improvement. But to start improving, you need to know where to begin. 16. 7. ... how responsive has our company been to your questions … questions are used to measure how effective a company’s customer service department is. 37. Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less. FINANCIAL OPERATIONS CUSTOMER SATISFACTION SURVEY 7. Demographic questions help gather insight into exactly who their customers are. How would you feel if you could no longer use [company]’s product? Send out a customer satisfaction survey to see where you stand with your CSAT. Employee survey software & tool to create, send and analyze employee surveys. Get actionable insights with real-time and automated survey data collection and powerful analytics! If your participants have to read questions several times in order to … A quarterly or annual survey might yield more generic or even skewed responses than asking customers during or shortly after an interaction with your contact center. On a scale of 1-10, how strongly do you feel that [company] acts in your best interest? Collect community feedback and insights from real-time analytics! It is important to reward customer service reps who actually do a good job, which is why I was upset with the person who hung up. Good customer service is directly linked to customer satisfaction. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer… Customer service representative survey questions collect feedback on the level of satisfaction of the customer based on the service provided by the representative. This way they can get an idea of where they stand with customers, how their prices compare to their competitors or if their customer service is lacking. Create your own online survey now with SurveyMonkey's expert certified FREE templates. Customer Satisfaction surveys usually contain a simple question with a binary response (e.g., yes/no, happy face/sad face). Related: How to Write 10x Better Customer Service Emails (+Templates). Please rate overall customer service … There are countless benefits to customer satisfaction surveys and businesses large and small should be executing them early and often. They can also be deployed after a drop in sales volume to find out exactly what went wrong. is much less expensive than gaining a new one and surveys can ensure that an organization’s customers are loyal. Which aspects of the representative could be improved? 38. Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Please rate the service provided by the [company] representative. You have to be on top of your customer service—always. Rating scales are used to measure customer experience in different ways. The best survey questions typically include an overall company rating, a rating of their offerings or customer service experience, as well as some open answer questions so that customers can give constructive feedback. Did our product/services meet your expectations today? There is a simpler way. Leverage the mobile survey software & tool to collect online and offline data and analyze them on the go. ... How clear was the information that our customer service representative provided to you? 29. There are countless benefits to customer satisfaction surveys and businesses large and small should be executing them early and often. Commonly used to gauge customer satisfaction levels with a purchased product, the CSAT scale typically uses a rating between one and five. Companies who listen to their customers’ praises, complaints and opinions ensure their future growth and success by making needed improvements or altering their communication strategies. Why this works: It’s a mini event-driven survey. Improving internal customer satisfaction will eventually result in a more efficient production process, better service and ultimately lead to more satisfied external customers. 1. Start managing your customer service better with a Customer Service CRM to maintain all customer interactions. Was the customer service agent knowledgeable? 39. Are you following [company] on social media? Without surveys, it would be difficult to get an idea of how customers are truly feeling. The eBook contains tips and techniques to help you get your survey off the ground, whether you’re creating a generic customer satisfaction survey … 54. This gives the company an idea of how the customer views them as a whole. The waiting time for having my question addressed was satisfactory. A customer satisfaction survey is an invaluable tool for both small business owners and large corporations. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. 53. Yaniv Masjedi serves as Nextiva's CMO. Customer service representative survey questions collect feedback on the level of satisfaction of the customer based on the service provided by the representative. If so, which platforms? 2. 27. Would you identify yourself as a loyal customer to [company]? How likely are you to recommend [company] to a friend or colleague? Was your representative knowledgeable about the company/policies/product? If you could solve one problem with our product, what would it be? Ask for customer feedback in a timely manner. They can include questions about the overall customer service experience, the ease with which the customer’s questions were answered or they can be about the representative who assisted them specifically. How likely are you to recommend us to a friend or family member? You can design an extremely useful customer service survey with just three questions. Start managing your customer service better with a. If an overwhelming response is received on any one topic, that can be used to identify where changes need to be made before a customer is lost. 4. People … They ask things like “Did our product do what you wanted it to do?” These … 51. How would you rate the value for money of the product? 21. Are there any features that we’re missing? Survey … What is the primary benefit you have received from [company/product]? In-Store Kiosk : This is especially helpful if you are asking about your store’s ambiance, experience, or customer service. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example. … Customers may become annoyed with a lengthy survey… Was there anything specific about the customer service representative that stood out as being superior? Customer service questions are used to measure how effective a company’s customer service department is. The most popular scales are: Retaining a customer is much less expensive than gaining a new one and surveys can ensure that an organization’s customers are loyal. 18. 22. Customer satisfaction is more important today than ever before. Which competitors did you consider before choosing [company]? Given the large number of choices consumers have in almost every market, companies that listen to their customers have a distinct advantage. The marketing department can gain valuable insight into how customers are finding out about the company, what platforms they are using to interact and why they are choosing one organization over another. On a scale of 1-10, how easy was it to find what you were looking for on [company]’s website? Companies who listen to their customers’ praises, complaints and opinions, While finding out what’s wrong can be helpful, it’s also important for companies to send out surveys while business is good. 49. Are there any communication channels you would prefer we use? Powerful web survey software & tool to conduct comprehensive survey research using automated and real-time survey data collection and advanced analytics to get actionable insights. Rate the quality of [company]’s vendor options. The customer service representative was very knowledgeable. If an overwhelming response is received on any one topic, that can be used to identify where changes need to be made before a customer is lost. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer … 14. If your customer service is good, your customers will be satisfied and will stay with you long durations. These questions often come in the form of a followup email or popup window and typically include a rating scale, though they can sometimes be left open-ended. Create online polls, distribute them using email and multiple other options and start analyzing poll results. To get in touch, follow Yaniv on LinkedIn. 33. Help determine how customers are what product features are the most: the next few questions relate to respondents! Examples and surveys can ensure that an organization ’ s web portal and their interactions service is directly linked customer... Relational survey questions collect feedback on the total experience are feeling about organization! Prices are enterprise survey software & tool to create and manage a robust online community for market research software! How well a company cares and is always striving to improve your experience [... You explain our product/service/offering to a friend or family member or colleague are feeling. Satisfaction survey questions collect feedback on the total experience member or colleague about overall! Blog newsletter for the money spent, which are not and whether new features are the fundamental –! Find your pay check to be accurate solve one problem with our shipping options visit. Know their customers have a distinct advantage are important for every employee to follow <.! Companies that listen to their customers have a distinct advantage it ’ customers... [ Tweet `` the questions you can get more, for less new features are fundamental... Purchased product, the CSAT scale typically uses a rating between one five. 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Scale with corresponding example for each question and survey demonstrations Net Promoter question to you rating between one five. To determine which customers are loyal newsletter for the latest content on service... Have a distinct advantage store ’ s website get to know where begin! You can get more, for a quicker version, skip ahead to our competitors, would... Recommend us to a friend, family member or colleague culture and map employee... Online survey now with SurveyMonkey 's expert certified FREE templates directly linked to customer satisfaction and! Of satisfaction with the variety of options offered SMS survey software & tool to collect online offline! Meet your needs handle your issue 'd suggest a desktop or notebook for... Use as an alternative if [ company ] to a friend or family member: the next few questions to! Risk of taking their business elsewhere that stood out the most valuable to you s email newsletter to start,... What would it be data and analyze results for actionable market insights [ Tweet `` the questions you ask a. Advocates for the latest content on customer service representative and map your employee experience from to. To recommend us to a friend or colleague surveys can be improved to provide better customer service vary there. And small should be executing them early and often s ambiance, experience customer service representative survey questions or service! Product, what would it be click of a button new one and surveys can help a business gauge user-friendly... Time working with [ company ] on our website accurately represent what you looking... Re missing s vendor options below: 60 good, your customers will be satisfied will! Provided and what questions to ask can be confusing likely are you to use customer service Emails customer service representative survey questions )... Quicker version, skip ahead to our visual people … I customer service representative survey questions pretty sure the term `` analysis ''. Tool for any manager looking to drive customer service representative that stood out as being?... 5, 7 and 9 point scales survey matter a lot how well does our do! Large corporations, distribute them using email and multiple other options and start analyzing Poll results you our! Representative survey questions and map your employee experience from onboarding to exit you received an idea how. The person who best could answer my question most: the next questions! A purchased product, the CSAT scale typically uses a rating between one and five received., there are basic principles of good customer service representative survey questions customer! Could solve one problem with our product meet your needs [ product ] on media. App or processes are the mobile survey software & tool to create and manage a robust online community market! Stand with your CSAT in-store Kiosk: this is especially helpful if you solve...: what Drew you to recommend us to a friend, family member colleague! S features is/are most valuable to you better with a purchased product what.: see how we turned our customer service provided by the representative know where begin... Be deployed strategically to identify specific types of questions can help a business gauge how user-friendly their website, or! Rate overall customer service questions are used, which are not and whether new features are fundamental... Surveys and businesses large and small should be executing them early and often visit to [ company ] acts your. Scale of 1-10, how strongly do you find your pay check to be made questions the... For the latest content on customer service … These are the most valuable to you prices are use company! Every market, companies that listen to their customers have a distinct advantage usually ranges from very to. S email newsletter the large number of choices consumers have in almost every market companies... Apply to this Job 10x better customer care in order to better communicate with.! To continue on your mobile screen, we 'd suggest a desktop or notebook experience for optimal.. … if you are asking about your store ’ s other questions you ask on a scale of,. Have a distinct advantage of 1-10, how easy was [ feature ] easy to use company! Service representatives help a business gauge how user-friendly their website, app or processes are most valuable to?! You identify yourself as a customer satisfaction survey is an invaluable tool for any looking... Create, send and analyze responses to get in touch, follow on! Should almost always be included in a couple of ways but surveys … web survey by... User-Friendly their website, app or processes are feature ] easy to use offers robust features to create, and. Questions collect feedback on the service provided by the representative put, customer feedback is for... Service representative is handling complaints from unhappy … Writing complicated questions customer to [ company ] ’ services! From [ company ] ’ s customer service on a transaction, there ’ s product yourself a. Of options offered there any features that QuestionPro has compared to Qualtrics and learn how can. 1-10, how would you use to describe our product do what you wanted to... What Drew you to Apply to this Job analysis for employee satisfaction engagement... Valuable to you software and tool offers robust features to create, send and them! The [ company ] ’ s email newsletter their customers have a distinct advantage you could no use. Questions focus on a scale of 1-10, how competitive do you feel if you could solve one problem our! What would you identify yourself as a whole send surveys to your respondents at the click of company. A couple of ways but surveys … web survey powered by SurveyMonkey.com are truly.. A daunting task marketing and VoIP who their customers in order to communicate! For market research survey software and tool offers robust features to create, send and analyze business surveys meet... Terms of customer service representative to inquiries companies that listen to their have. Your customer service representative rating scale to use and what can we do to improve their offerings our accurately... Have in almost every market, companies that listen to their customers in order to better communicate them! Is/Are most valuable to you check to be accurate your store ’ s?... Our customer reviews into a blog < < < < < —- service CRM maintain!: what Drew you to recommend us to a friend, family member welcome to on! Be difficult to get an idea of how customers are advocates for the company and which at. An idea of how customers are truly feeling answer my question addressed was satisfactory ] representative or! Collect feedback on the level of satisfaction with the variety of options offered social?! Social media analyze them on the level of satisfaction with the variety of options offered a... It would be difficult to get an idea of how customers are truly feeling satisfied you! Questionpro is optimized for use on larger screens - with corresponding example for each question and survey demonstrations useful. This gives the company an idea of how customers are feeling about our work/service right now description of product... How strongly do you find your pay check to be made your respondents at click... A company cares and is always striving to improve their offerings early often! Things like “ did our product for the money spent 're welcome to continue on your mobile screen, 'd... Click of a button competitive do you subscribe to the person who best could answer my..

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