Customer Service Surveys

Use Customer Service Surveys to Build Customer Loyalty

Customer Service Surveys

Customer service focuses specifically on the quality of assistance and courtesy granted to those who patronize an organization.  Good customer service drives customer engagement, referrals, loyalty, repeat business, as well as sales volume.  For this reason, customer service is essential to both developing and maintaining relationships with customers.

By understanding how your customers perceive their experience with your organization, you can identify key contact points in the organization and develop standards for those points of contact. By developing criteria and adhering to it, you ensure customer experiences are positive, and the things that matter most to customers are being addressed.

NBRI partners with you to identify key questions to measure customer service at your organization.  During this process, we work with you in the construction and deployment of your customer service survey and analyze your data to identify key areas of importance.  At the same time, we train you on how to take action on the results of your survey, enabling you to continually improve both customer service and customer loyalty.

The relentless focus on reliable, accurate, meaningful data is one of the competencies that sets NBRI apart from our competition. For over three decades, we have carried a strong commitment to conducting grounded, scientific research.  As a result, you can trust NBRI to provide you with reliable, accurate, and valid data that can be used to enact meaningful organizational changes.

Helping Businesses Make Effective Decisions

Customer Service InfographicCustomer acquisition cost is the price associated with marketing a product or service to a customer.  This cost may include research, advertisement, accessibility costs, as well as marketing budgets.  The expense of acquiring clients highlights two important issues:  the importance of keeping existing customers happy, and the relative value or worth of possessing a strong reputation capable of drawing new clients.

In our over three decades of conducting survey research in thousands of businesses, we have found that once a slide in satisfaction begins, it can be difficult to curtail.  By continually monitoring the customer service experience through the use of regular surveys, you can ensure service levels remain high and customer loyalty is strong.  So why should your organization consider implementing a customer service survey?

  • Avoidance of reputational loss.
  • Maintenance of market-share.
  • Better understanding of customer expectations.
  • Identification of performance gaps.
  • Access to legitimate data.

By asking the right questions, applying our ClearPath Analytics, and identifying specific steps that should be taken to improve your customer touch points, NBRI’s Customer Service Surveys provide quick wins for organizational performance and profitability.

When you hire NBRI, you’re hiring more than a company to conduct survey research.  You’re hiring a business partner with a sincere interest in the health and success of your company.

Give us a call.  We’re confident that you’ll find us a valuable partner capable of fulfilling your survey research needs, and exceeding your expectations.

Case Study: Customer Service Survey

The client achieved Best in Class scores (at or above 90th percentile) within four months, which significantly improved the customer experience.

American Express ClientNBRI was engaged by an international service organization to conduct a customer service survey of 3 million of its 110 million customers located worldwide. The client selected NBRI to gather data on their customers’ service experience due to NBRI’s expertise in this area as well as our ability to customize the survey to suit their specific objectives.

Through a stratified random selection process, NBRI selected a sample to participate in the survey.  This technique ensured the client received valid and representative data at each market level, while simultaneously reducing the cost of the study by tens of thousands of dollars.

NBRI deployed the survey in five languages using three methodologies:  telephone, paper, and online.  The client chose to benchmark themselves against more than 100 similar organizations in the NBRI Benchmarking Database, which provided an objective comparison for their results.

NBRI’s ClearPath Analytics revealed that the high level of technical knowledge possessed by their customer service representatives was the most important determinant of the client experience.  This root cause item actually drove 65% of all service questions, and it also drove all customer perceptions regarding innovation and creativity, and heavily influenced the extent to which the client was perceived as a leader in their market.

Per NBRI recommendations, the client increased the salience of the technical knowledge of their customer service representatives.  Leveraging the data in this way helped the client achieve Best in Class scores (at or above the 90th percentile of the NBRI Benchmarking Database) within four months.  This was a significant increase from their initial scores, which were categorized as Opportunities (between the 50th and 74th percentiles of the NBRI Benchmarking Database).

Related Surveys

Customer Satisfaction Surveys

Measure factors that directly affect company growth and profitability.

Customer Loss Review Surveys

Identify the root causes of why customers leave so that direct action can be taken to stop the devastating effects of customer loss.

Customer Pulse Surveys

Permit an immediate understanding of current customer service levels as well as the probability of referrals.