TMCnet shares an article that provides some tips on selecting the best survey tool for your customer service reps and call center agents:
• Agent anonymous. By being “agent anonymous,” the tool should ensure that the agent cannot influence or bias the survey in any way through voice inflections or changes in service based on the caller’s interest in taking the survey. The IVR, not the agent, should ask the caller if he or she would like to participate in the survey.
• Interactive. Interactivity makes the survey easy and therefore more likely to be completed.
• Time-efficient. Customer surveys are important, but the customer’s time is even more important. Keeping surveys short will increase the number of participants as well as the validity of the survey results.
• Qualitative and quantitative results. Numbers and ratings can provide only so much information. Hearing the actual customer voice allows that individual to share his or her true feelings; the tone of voice and specific words used will ultimately allow a complete understanding of the customer’s sentiments.
• Real-time access to results. Staying on top of the information allows managers to react quickly and adjust methods as necessary. In an age of information, data that are a week old can be worthless since needs and direction can change very quickly.
What I learned from doing surveys in college is that you need a good representative sample of your customers. Also, the more people you survey, the better. According to my teachers, it is always good to survey at least 100 people. For bigger businesses, it would probably be better to survey more - I would guess about 1,000 people. For those of you who have surveyed your customers, please share your experience!
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