Assess customer service levels and discover how to improve them.
Customer Service Survey Case Study
An international service organization engaged NBRI to conduct Customer Service Surveys of its more than 3 million customers worldwide. Through a stratified, random selection process, NBRI’s customer surveys saved the Client tens of thousands of dollars on the study, as only a Representative Sample from each market was needed in order to extrapolate the findings of the study to the customer population as a whole at a 99% Confidence Level.
Deployed via the multiple methodologies of telephone, paper, and online in 5 languages, the Client selected NBRI’s Customer Service Survey for their research instrument, customized for their purposes. The Client also chose to benchmark themselves against more than 100 similar organizations in the NBRI Normative Database.
The NBRI Root Cause Analysis showed that the high level of technical knowledge possessed by their Customer Service Representatives was driving customer perceptions of the Client being a leader in the market, as well as customer perceptions regarding innovation, creativity, and a host of other perceptions. In fact, this one root cause drove 65% of all survey questions. Per the NBRI recommendations to do so, leveraging this finding with their customers led to Best in Class scores (at or above the 90th percentile of the NBRI Normative Database), up from Opportunities for Improvement scores (between the 50th and 74th percentiles of the NBRI Normative Database), within only four months after the survey results were analyzed.
An NBRI Survey can help you assess the needs of your organization and achieve higher levels of performance and profitability. Understanding and interpreting customer issues is part of our survey process. Correctly evaluating and interpreting the root causes of customer behaviors, feelings, and thoughts is the key to improvement. Outstanding customer service will bring satisfied and loyal customers back again and again.
A customer service survey may be your answer to improved performance and profitability. NBRI analyzes the survey data to determine the root causes of satisfaction with your customer service levels. Action plans are then developed to target the root causes. Dramatic improvement occurs with appropriate interventions directed at the root causes of your customers’ satisfaction with service.
The standard NBRI customer service survey includes 20 questions covering 4 topics and may be customized to meet your organization’s specific needs.
Standard Topics For Customer Service Surveys
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