Customer Service Surveys
USE CUSTOMER SERVICE SURVEYS TO BUILD CUSTOMER LOYALTY
Customer Service: The degree of assistance and courtesy granted those who patronize an organization.
A new customer costs six to seven times as much to acquire as maintaining an existing customer. When a customer contacts your firm for customer service, support, or assistance, their experience should increase their loyalty to your company, not run them off. Research shows that satisfied customers tell three friends, while angry customers may influence thousands to steer clear of your organization. Clearly, ensuring that hard-earned, loyal customers are treated well by your company is a business imperative for all organizations seeking to thrive in a consumer-driven world.
NBRI’s Customer Service Surveys provide quick wins for organizational performance and profitability. NBRI asks the right questions, applies our patented analytics to the data, and then tells you specifically what you need to do to improve your customer touch points, from sales to support.
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 Benchmarking Database.
NBRI’s ClearPath Analytics 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 Benchmarking Database), up from Opportunities for Improvement scores (between the 50th and 74th percentiles of the NBRI Benchmarking Database), within only four months after the survey results were analyzed.
The Standard NBRI Customer Service Survey includes 20 questions covering 4 topics, requiring less than 3 minutes to complete, and is customized to achieve each organization’s specific goals for their study.
Standard Customer Service Survey Topics
Customer Service Survey Related White Papers
How Customer Service Drives Customer Loyalty - Think back to your most positive customer service experience. What made it such a good one? Now, think about your worst experience related to customer service or lack thereof. What made it such a nightmare?
Can Brand Engagement Overcome Poor Customer Service – In the global marketplace, customers expect to get what they want when they want it, where they want it, how they want it, in the quantity they want, at the quality they want, and at a price they are willing to pay.
View all Customer Survey White Papers by NBRI.
Everything about the service has been what we were looking for and all representatives are a pleasure to work with.Jay Haskew
What do you like most about NBRI? The ability to benchmark our results against like competitors.Kym Clark
The NBRI team is dependable, professional, and keeps us on track with our continued customer service goals. NBRI has helped our organization implement a thorough, professional and meaningful customer satisfaction program. They take the time and initiative to help us continue the program with proactive communication and reminders that are effective (not pushy).Jennifer Ringler