Fonolo

SEPTEMBER 13, 2022

Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

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Surveys First call resolution Call Center Customer Experience 150

Tethr

MAY 24, 2023

Check out these three reasons to level-up your customer feedback survey with a Voice of the Customer (VoC) analytics solution.

Feedback 116

Feedback Surveys Analytics 116

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For? DID YOU KNOW?

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Scripts Surveys Call Center Contact Center 138

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

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Surveys Feedback Customer retention Customer effort 144

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. New to QR code surveys, or need a refresher? What is a QR code survey?

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Surveys Feedback Best practices Customer Service 98

Callminer

JULY 20, 2022

Read this post to learn about improving patient satisfaction surveys and the overall patient experience.

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Surveys Healthcare 182

ShepHyken

OCTOBER 16, 2019

Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey. The next day, you send the customer a survey.

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Surveys Customer Service Feedback Customer Experience 279

Callminer

NOVEMBER 12, 2019

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

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Surveys 207

ChurnZero

DECEMBER 14, 2022

To a large extent, this is due to a reliance on outdated survey-based systems that, for decades, have formed the foundation of customer intelligence. In many businesses, there are entire teams dedicated to managing surveys and deciphering results. Survey results are often ambiguous, failing to reveal the cause of customer frustration.

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Surveys Customer advocacy SaaS Customer Experience 98

Fonolo

OCTOBER 11, 2022

After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. There’s something special about the after-call survey’s authenticity. After-call surveys are similar.

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Surveys Call Center Contact Center First call resolution 99

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

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Surveys Feedback SaaS Accountability 148

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

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Surveys Customer Service Customer Support Best practices 139

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS )

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Surveys 142

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

Surveys 145

Surveys Feedback Personalization Government 145

ProProfs Blog

APRIL 3, 2020

No matter if you run a million-dollar business or are employed, the chances are that you have come across a survey. For most business owners, surveys have helped to quench their thirst for customer feedback. In reality, in a surprisingly similar fashion, most surveys get ignored and you can’t blame yourself for this, can you?

Surveys 139

Surveys Feedback SaaS Marketing 139

delighted

MAY 11, 2023

You’re likely familiar with 5-star surveys. Whether you’ve seen them on an email survey or at the bottom of a help center article, 5-star surveys are universally recognized. New to Delighted 5-star surveys or need inspiration on how to use them? Learn more about email signature surveys.

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Surveys Feedback Customer Support Self service 52

delighted

AUGUST 3, 2021

That’s why, right on the heels of our new eNPS and PMF surveys, we’re excited to announce two more survey templates to help you optimize how you collect feedback and measure your customer experience: A 3-point Smiley Customer Satisfaction Score survey (CSAT-3) A 7-point Customer Effort Score survey (CES-7).

Surveys 98

Surveys Customer effort Best practices Customer Service 98

ShepHyken

NOVEMBER 22, 2017

The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. So, I started the survey. I was tired with this survey.

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Surveys Customer Service Feedback Customer Experience 238

ProProfs Blog

OCTOBER 4, 2020

As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Even some expert marketers make the grave mistake of considering surveys and questionnaires as the same and often use them interchangeably. Now let’s take a look at surveys. .

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Surveys Feedback Marketing Education 147

ProProfs Blog

NOVEMBER 20, 2020

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. With an employee engagement survey, you can gauge the challenges faced by your employees at the earliest. What Is Employee Engagement?

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Employee engagement Surveys Morale Brand ambassadors 158

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. But, research shows that as few as 2% of your customers care to answer the survey questions.

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Surveys Customer Support Feedback Customer Care 158

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. But your survey responses can only be as powerful as your questions are. Fortunately, customer satisfaction surveys are a tried and tested method of getting customer feedback. What is a customer satisfaction survey?

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Surveys Customer Service Feedback Benchmark 95

MiaRec

MAY 26, 2023

If your customers are not responding to post-call surveys, how will you know how they feel about your contact center? Understanding your Voice of the Customer (VoC) is essential to improving contact center operations.

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Contact Center Surveys 77

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

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Surveys Feedback Personalization Customer Support 158

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

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Surveys APIs SaaS Feedback 98

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

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Surveys B2B Feedback Customer Experience 78

Solvvy

JULY 13, 2022

Enter Solvvy Surveys. . Close the Loop on Customer Feedback with Solvvy Surveys. Build Engaging and Personalized Surveys with Ease. Proven CSAT survey methodologies – Choose between a binary (Easy/Hard) or star (5 star) survey to fit your needs. Get Started With Solvvy Surveys.

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Surveys Feedback Customer Experience Analytics 109

Concentrix

DECEMBER 5, 2022

Building surveys just got easier. Get the all-in-one benefit of intuitive DIY customization + best practices + programming expertise from a team of CX experts.

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Surveys Best practices 62

TechSee

OCTOBER 21, 2020

Survey Results: What Customers Expect of Service Delivery during COVID-19. Here’s what the survey found: Demand for technical support is currently very high. This is a substantial increase from an identical survey conducted in May 2020 when 37% of consumers required technician assistance. Just under half (45%) of U.S.

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Surveys Technical Support Customer Service Enterprise 207

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. If this process isn’t tailored to your company, you’ll set inaccurate survey response rate benchmarks and compromise all future evaluations. What Is Your Survey Response Benchmark?

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Surveys Benchmark Metrics Feedback 83