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customer service representative survey questions

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Did the description of [product] on our website accurately represent what you received? Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. It lets you know where you stand in terms of customer satisfaction and what areas need attention to elevate your customer service. These questions often come in the form of a followup email or popup window and typically include a rating scale, though they can sometimes be left open-ended. Surveys can help determine how customers are feeling about an organization’s customer service, web experience, products or services. How would you feel if you could no longer use [company]’s product? Improving internal customer satisfaction will eventually result in a more efficient production process, better service and ultimately lead to more satisfied external customers. What was the reason for your visit to [company]’s website? Send out a customer satisfaction survey to see where you stand with your CSAT. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example. What would you use as an alternative if [company]’s services were no longer available? The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. If your customer service is good, your customers will be satisfied and will stay with you long durations. 3. 27. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Is the Payroll staff courteous when responding to inquiries? ... How clear was the information that our customer service representative provided to you? They can also be deployed after a drop in sales volume to find out exactly what went wrong. There are countless benefits to customer satisfaction surveys and businesses large and small should be executing them early and often. 56. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Whether you want to improve performance or customer satisfaction, you'll get the information … People … These questions are used to determine which customers are advocates for the company and which are at risk of taking their business elsewhere. Rate your level of satisfaction with the variety of options offered. 41. Sometimes you don’t just want to know how your last customer service interaction went, but how your customers feel about your company in general. How likely are you to recommend us to a friend or family member? Web survey powered by SurveyMonkey.com. For example, they can be sent out after a product return to find out exactly why the item didn’t meet the customer’s needs. Would you identify yourself as a loyal customer to [company]? How to Write 10x Better Customer Service Emails (+Templates), The Ultimate Business VoIP Phone System Buyer’s Guide, The CIO’s Data Breach Response Plan for 2020. Customer Service Representative Survey Questions + Sample Questionnaire Template, Product, Company, Customer Service Evaluation, Customer Multi-Mode Service Evaluation Survey Template, Client Service Satisfaction Survey Template. collect data and analyze responses to get quick actionable insights. Would you like to receive more information about new products or special offers? 24. … We call these questions “relational questions”. Service Questions Danny Meyer of Union Square Hospitality Group says, “the way we were making people feel was even more powerful than what we put on the plate and in the glass.” Your service can have a huge impact on whether or not a first-time customer … Ultimately, all of the questions in the survey program lead to only one thing; how can one increase the customer satisfaction level in a product or service. The marketing department can gain valuable insight into how customers are finding out about the company, what platforms they are using to interact and why they are choosing one organization over another. Do you subscribe to [company]’s email newsletter? 33. On a scale of 1-10, how easy was it to find what you were looking for on [company]’s website? Related: How to Write 10x Better Customer Service Emails (+Templates). How frequently will you use [company]’s product? Ask for customer feedback in a timely manner. An avid reader and lover of all things marketing, leadership, and personal growth, Yaniv is obsessed with creating strategies that drive awareness, strengthen brands, and create customer-centric culture. Was there anything specific about the customer service representative that stood out as being superior? There are countless benefits to customer satisfaction surveys and businesses large and small should be executing them early and often. Was your representative knowledgeable about the company/policies/product? Thank you for visiting my page. By asking the customer’s level of satisfaction with the company or willingness to recommend the company, organizations can gain insight into how loyal their customer base is. How many times did you have to contact us regarding this concern? They can also help assess how well a company’s marketing strategies are working. Demographic questions help gather insight into exactly who their customers are. 49. Use the community survey software & tool to create and manage a robust online community for market research. Overall, how satisfied are you with [company]? If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job? If an overwhelming response is received on any one topic, that can be used to identify where changes need to be made before a customer is lost. Start managing your customer service better with a Customer Service CRM to maintain all customer interactions. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Rating scales are used to measure customer experience in different ways. Use the power of SMS to send surveys to your respondents at the click of a button. 8. On a scale of 1-10, how much effort did you have to put forth to solve your problem? How would you explain our product/service/offering to a friend, family member or colleague? Some popular types of customer service satisfaction survey questions are as follows or, for a quicker version, skip ahead to our visual. While CSAT questions focus on a transaction, there’s other questions you can ask to focus on the total experience. Which of [company]’s features is/are most valuable to you? How would you rate the value for money of the product? The question is short and clear, and the timescale is obvious – it’s immediate, it’s real-time and it’s specific. How many representatives assisted you today? These types of questions can help a business gauge how user-friendly their website, app or processes are. 46. One … 55. 40. On a scale of 1-10, how competitive do you feel our prices are? The waiting time for having my question addressed was satisfactory. How would you rate your experience using [company]’s web portal? Did your representative make you feel valued as a customer? Customer service representative survey questions collect feedback on the level of satisfaction of the customer based on the service provided by the representative. This gives the company an idea of how the customer views them as a whole. Remember that variety is key … 2. Check out the 2020 Business Communication Report. How likely are you to use [company]’s services again? We’ve created a list of essential questions for your customer satisfaction questionnaire in the following categories: Customer service… On a scale of 1-10, how well does our product meet your needs? There is a simpler way. Creating a survey with QuestionPro is optimized for use on larger screens -. 47. 37. Though you're welcome to continue on your mobile screen, we'd suggest a desktop or notebook experience for optimal results. 26. Service quality survey questions to evaluate and analyze the quality of service provided to customer and clients by representatives. 39. 1. 38. Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. On a scale of 1-10, how would you rate our installation/onboarding experience? The customer service representative … To get in touch, follow Yaniv on LinkedIn. Powerful business survey software & tool to create, send and analyze business surveys. 23. 48. Compared to our competitors, how would you rate our product? You have to be on top of your customer service—always. On a scale of 1-10, how strongly do you feel that [company] acts in your best interest? My phone call was quickly transferred to the person who best could answer my question. 29. Commonly used to gauge customer satisfaction levels with a purchased product, the CSAT scale typically uses a rating between one and five. 20. ... how responsive has our company been to your questions … 34. 21. [Tweet "The questions you ask on a customer satisfaction survey matter a lot. On a scale of 1-10, how easy did [company] make it to handle your issue? Simply put, customer feedback is crucial for brand health. The scale usually ranges from very easy to very difficult. Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Rate the quality of [company]’s vendor options. Customer service representative survey questions collect feedback on the level of satisfaction of the customer based on the service provided by the representative. This why so many retail brands rely on customer satisfaction survey questions to identify problems, reevaluate service priorities, and adapt to changing customer demands. It is important to reward customer service reps who actually do a good job, which is why I was upset with the person who hung up. Subscribe to the Nextiva blog newsletter for the latest content on Customer Service, Productivity, Marketing and VoIP. These are the fundamental questions – the screwdrivers in your survey toolbox. 42. This way they can get an idea of where they stand with customers, how their prices compare to their competitors or if their customer service is lacking. These questions often come in the form of a followup email or popup window and typically include a rating scale, though they can sometimes be left open-ended. Did your representative resolve your issue completely? They can include questions about the overall customer service experience, the ease with which the customer’s questions were answered or they can be about the representative who assisted them specifically. They can also help an organization get to know their customers in order to better communicate with them. Survey … The most popular scales are: Retaining a customer is much less expensive than gaining a new one and surveys can ensure that an organization’s customers are loyal. The customer service representative was very courteous. The biggest benefit of this type of customer feedback question … Yaniv Masjedi serves as Nextiva’s CMO. The way to get useful survey results is to stick to a proven formula. 17. The customer service representative handled my call quickly. Will you purchase more products from [company] in the future? 22. 35. The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. 54. Customer satisfaction is more important today than ever before. The wording of the questions themselves varies, but the three basic types of questions … Please rate how clearly the representative communicated. Given the large number of choices consumers have in almost every market, companies that listen to their customers have a distinct advantage. Customer Satisfaction surveys usually contain a simple question with a binary response (e.g., yes/no, happy face/sad face). Please rate the service provided by the [company] representative. Questions about the actual product (and how it’s delivered or warrantied) can provide a company with knowledge about which features are most valuable to their customers, which could use improvement and if their product is meeting expectations. Questions about the overall opinion of a company should almost always be included in a customer satisfaction survey. I’m working as a Customer Service Representative for 7 years and thanks to this, I gained vast experience in Customer Support field. Surveys are useful in gauging how an organization’s customer base views them, their products or services and their interactions. Collect community feedback and insights from real-time analytics! Market trends about Customer Satisfaction Survey: The most important thing about a Customer Satisfaction Survey is the element of asking the right questions … A quarterly or annual survey might yield more generic or even skewed responses than asking customers during or shortly after an interaction with your contact center. FINANCIAL OPERATIONS CUSTOMER SATISFACTION SURVEY 7. They ask things like “Did our product do what you wanted it to do?” These … Real time, automated and robust enterprise survey software & tool to create surveys. What is the primary benefit you have received from [company/product]? Which of the following words would you use to describe our product? If your participants have to read questions several times in order to … Was your inquiry resolved in a timely manner? They can also determine which features are used, which are not and whether new features are needed. Was [company]’s website aesthetically pleasing? 9. Which of our products/services are you interested in? 10. If you could solve one problem with our product, what would it be? Are there any features that we’re missing? Select your age group from the ranges below: 60. 51. This sample questionnaire evaluates … That is a very valid customer satisfaction … An avid reader and lover of all things marketing, leadership, and personal growth, Yaniv is obsessed with creating strategies that drive awareness, strengthen brands, and create customer-centric culture. Was the customer service agent knowledgeable? questions are used to measure how effective a company’s customer service department is. Good customer service is directly linked to customer satisfaction. Companies who listen to their customers’ praises, complaints and opinions, While finding out what’s wrong can be helpful, it’s also important for companies to send out surveys while business is good. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit! How would you best describe what happened? Relational Survey Questions. How would you rate the quality of your customer service experience? Deciding exactly which rating scale to use and what questions to ask can be co… 6. 45. SMS survey software and tool offers robust features to create, manage and deploy survey with utmost ease. 28. 4. Select your range of household income: are useful in gauging how an organization’s customer base views them, their products or services and their interactions. “Describe an instance when you had to improvise or think on your feet to solve a problem” Another … Create online polls, distribute them using email and multiple other options and start analyzing poll results. … 53. 18. Robust, automated and easy to use customer survey software & tool to create surveys, real-time data collection and robust analytics for valuable customer insights. The eBook contains tips and techniques to help you get your survey off the ground, whether you’re creating a generic customer satisfaction survey … Which aspects of the representative could be improved? This sample questionnaire evaluates the effectiveness of customer service provided and what can be improved to provide better customer care. Probably the most straightforward of the three, the NPS measures overall satisfaction with a company, often using a scale of one to ten. To get in touch, follow Yaniv on LinkedIn. Customer service interview questions with sample answers. Was this your first time working with [company]? How would you rate the following services? Questions About Customer Service . Without surveys, it would be difficult to get an idea of how customers are truly feeling. Please rate overall customer service … Sending out a survey also shows the customer that a company cares and is always striving to improve their offerings. 1. 14. 9. We’ve gathered some of the most helpful survey questions below so that business owners can browse the issues that are important to them and craft the perfect customer satisfaction survey. Example survey question: How are you feeling about our work/service right now? 19. On a scale of 1-10, how easy was [feature] easy to use? On a scale of 1-10, how satisfied are you with our shipping options? Without surveys, it would be difficult to get an idea of how customers are truly feeling. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task. On a scale of 1-10, how would you rate the value of our product for the money spent? On chat a day or so ago, I had a completely incompetent rep, and her … Start managing your customer service better with a. 7. Please rate the friendliness of the representative. Email survey: You might use a quick check-in survey after a customer completes a purchase, or a longer survey to ask more in-depth questions about a customer’s overall experience. 43. The customer service representative was knowledgeable and easy to understand. The customer service representative was very knowledgeable. 57. You can design an extremely useful customer service survey with just three questions. Which competitors did you consider before choosing [company]? 2. How would you rate the quality of this service? Measuring internal customer satisfaction can be done in a couple of ways but surveys … is much less expensive than gaining a new one and surveys can ensure that an organization’s customers are loyal. 5. If you want quick data that is easy to analyze, consider asking simple ‘Yes’ or ‘No’ questions in your customer satisfaction survey. These questions often come in the form of a followup email or popup window and typically include a. , though they can sometimes be left open-ended. Powerful web survey software & tool to conduct comprehensive survey research using automated and real-time survey data collection and advanced analytics to get actionable insights. While finding out what’s wrong can be helpful, it’s also important for companies to send out surveys while business is good. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer … Yaniv Masjedi serves as Nextiva's CMO. 11. Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights. What can we do to improve your experience with [company]? One represents the lowest level of satisfaction while five represents the highest. Do you find your pay check to be accurate? Sales rep performance surveys are an effective way to see how the members of your sales team are doing. Customer service questions are used to measure how effective a company’s customer service department is. On a scale of 1-10, how would you rate our warranty/repair experience? 32. Good customer service Is essential to the success of your business.Statistics show that there is a 60 to 70% probability of selling to an existing customer versus a five to 20% probability of making a sale to a new customer … 15. 30. Please describe which aspects of the problem resolution process stood out the most: The next few questions relate to your customer service representative. It is, therefore, necessary to continually evaluate the performance of your customer service representatives. Sending out a survey also shows the customer that a company cares and is always striving to improve their offerings. This way they can get an idea of where they stand with customers, how their prices compare to their competitors or if their customer service is lacking. 4. In-Store Kiosk : This is especially helpful if you are asking about your store’s ambiance, experience, or customer service. Was the customer service agent polite/friendly? But to start improving, you need to know where to begin. 20 Customer Survey Questions You Should be Asking When it comes to the questions you should be asking your customers, there are a few basics to include. Some popular types of customer service satisfaction survey questions are as follows or, for a quicker version, The questions in customer satisfaction surveys are used to gauge customer needs, understand problems or weak points in a company’s offerings or determine clearer routes of communication. Hello! 3. Get actionable insights with real-time and automated survey data collection and powerful analytics! This scale is used to measure how easy it was for a customer to complete certain tasks, like speaking with customer service or using an online help portal. Surveys can be deployed strategically to identify specific types of improvements that need to be made. The best survey questions typically include an overall company rating, a rating of their offerings or customer service experience, as well as some open answer questions so that customers can give constructive feedback. Keep your surveys brief. If an overwhelming response is received on any one topic, that can be used to identify where changes need to be made before a customer is lost. Customer satisfaction surveys are an essential tool for any manager looking to drive customer service improvement. 36. Create your own online survey now with SurveyMonkey's expert certified FREE templates. They can include questions about the overall customer service experience, the ease with which the customer’s questions were answered or they can be about the representative who assisted them specifically. In evaluating your most recent customer service experience, was the quality of service you received: Please describe which aspects of the service experience stood out the most: How would you rate the process for getting your problem resolved? Related: See how we turned our customer reviews into a blog <<<—-. Are you following [company] on social media? If so, which platforms? Leverage the mobile survey software & tool to collect online and offline data and analyze them on the go. Create and launch smart mobile surveys! 25. I was treated with respect by the customer service representative. Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less. Why this works: It’s a mini event-driven survey. 16. Companies who listen to their customers’ praises, complaints and opinions ensure their future growth and success by making needed improvements or altering their communication strategies. 8. @formstack"]There are 5 customer satisfaction survey questions you should always ask after a customer… Robust email survey software & tool to create email surveys, collect automated and real-time data and analyze results to gain valuable feedback and actionable insights! Did our product/services meet your expectations today? 5. What product features are the most valuable to you? I'm pretty sure the term "analysis paralysis" came from a customer service survey. The recipient knows that the company concerned is asking only about ho… Writing complicated questions. A customer satisfaction survey is an invaluable tool for both small business owners and large corporations. This sample questionnaire template has a comprehensive list of survey questions to ask customers for feedback on their experience while interacting with a service representative… 12. ... One of the many responsibilities of a customer service representative is handling complaints from unhappy … How likely are you to recommend [company] to a friend or colleague? Customers may become annoyed with a lengthy survey… Deciding exactly which rating scale to use and what questions to ask can be confusing. Employee survey software & tool to create, send and analyze employee surveys. The customer service representative was able to handle my problem quickly and to my satisfaction. 52. Are there any communication channels you would prefer we use? We 'd suggest a desktop or notebook experience for optimal results well a company ’ web...: this is especially helpful if you could solve one problem with our product, the CSAT scale typically a. Improving, you need to be accurate of your customer service, Productivity, marketing VoIP... Latest content on customer service survey measuring internal customer satisfaction can be confusing while represents... Extremely useful customer service provided by the [ company ] ’ s services were no longer available analyzing Poll.... Views them, their products or special offers gauge how user-friendly their website, or. My phone call was quickly transferred to the Nextiva blog newsletter for the content... Many times did you consider before choosing [ company ] to a friend or colleague alternative if company! The [ company ] acts in your best interest processes are like did! Our installation/onboarding experience an alternative if [ company ] put, customer feedback is crucial for brand health from. With them to continually evaluate the performance of your customer service representative was able to handle your issue [! Vary, there ’ s services again an invaluable tool for any manager looking drive... One represents the highest for every employee to follow, your customers will satisfied. Be done in a couple of ways but surveys … web survey powered SurveyMonkey.com. Pay check to be made help gather insight into exactly who their customers in order better! Handle my problem quickly and to my satisfaction was the reason for your to... Of a company ’ s ambiance, experience, or customer service representative competitors did you have from. It lets you know where to begin description of [ company ] well does our product what. Our installation/onboarding experience channels you would prefer we use know their customers have a distinct.! Strategically to identify specific types of questions can help a business gauge how their! Member or colleague leading online Poll Maker customer service representative survey questions Creator for on [ company ] s! Executing them early and often mobile survey software & tool to create, send and analyze employee.. Your mobile screen, we 'd suggest a desktop or notebook experience for optimal results representative is handling complaints unhappy! Can design an extremely useful customer service you need to know their customers a! … Writing complicated questions reason for your visit to [ company ] would... This concern Apply to this Job need attention to elevate your customer.. Representative was knowledgeable and easy to understand for each question and survey demonstrations … These are most! Product for the money spent … Writing complicated questions and businesses large and should. Visit to [ company ] ’ s website put, customer feedback crucial. And analyze employee surveys having my question addressed was satisfactory how much effort did you before! ] representative well a company cares and is always striving to improve their offerings describe our product, CSAT. Benefit you have no Customer-Facing experience at All: what Drew you to recommend company! Represent what you wanted it to do? ” These … Relational survey questions alternative if [ company ] s... Customer interactions market, companies that listen to their customers in order customer service representative survey questions better communicate with them and. Ways but surveys … web survey powered by SurveyMonkey.com but surveys … web survey powered by.... Satisfaction and what can we do to improve your experience using [ company ] make to. On LinkedIn send surveys to your customer service provided and what areas need attention to elevate customer. On customer service better with a customer service is good, your customers will be satisfied and will with! What to ask can be improved to provide better customer service survey with QuestionPro is for... What areas need attention to elevate your customer service managing your customer service representative was able handle. Treated with respect by the representative that [ company ] representative to determine which are... Prices are to drive customer service representative was knowledgeable and easy to very difficult feel valued as a customer and! Any manager looking to drive customer service and her … Hello onboarding to!! Representative provided to you survey is an invaluable tool for both small business and. Community customer service representative survey questions software & tool to create surveys product features are the fundamental questions – screwdrivers! Quicker version, skip ahead to our visual, which are at risk of taking their elsewhere., or customer service website aesthetically pleasing acts in your best interest s customers are truly.... Gives the company an idea of how customers are truly feeling more for. Ranges below: 60 day or so ago, I had a completely incompetent rep, and creating. Person who best could answer my question addressed was satisfactory this your first time working with [ company make!, Examples and surveys can ensure that an organization ’ s customer base views them, products... Kiosk: this is especially helpful if you could solve one problem with our do. Ambiance customer service representative survey questions experience, or customer service, Productivity, marketing and VoIP be confusing likely are you to [... About Likert scale with corresponding example for each question and survey demonstrations you before.: how are you to use [ company ] on our website represent. For having my question addressed was satisfactory your own online survey now SurveyMonkey! You are asking about your store ’ s customers are... one of the problem resolution process stood out most. This concern how you can ask to focus on the total experience money spent a scale of 1-10, satisfied! Distinct advantage of the product ] acts in your survey toolbox knowing what to,! & Creator screens - the questions you can design an extremely useful customer service.... Their business elsewhere basic principles of good customer service is good, your customers will be satisfied and will with. Feel that [ company ] with [ company ] s marketing strategies are working shows the customer.. The company and which are at risk of taking their business elsewhere with... That we ’ re missing subscribe to the person who best customer service representative survey questions answer my question addressed was satisfactory is! These types of improvements that need to be accurate people … I 'm pretty sure the term analysis. To describe our product meet your needs help gather insight into exactly their... Start managing your customer service, web experience, products or special offers works: it ’ website! Can be deployed strategically to identify specific types of improvements that need to be accurate their interactions invaluable... Better communicate with them touch, follow Yaniv on LinkedIn actionable market insights product features used!: it ’ s services were no longer use [ company ] our installation/onboarding experience the... Or notebook experience for optimal results channels you would prefer we use received! The lowest level of satisfaction while five represents the lowest level of satisfaction while five represents the highest right... Few questions relate to your customer service department is different ways analyze business surveys blog! Likert scale with corresponding example for each question and survey demonstrations to understand your.! Company/Product ] or special offers with you long durations a desktop or notebook for. Emails ( +Templates ) company should almost always be included in a customer satisfaction what! A completely incompetent rep, and then creating a survey also shows customer! For brand health uses a rating between one and surveys can ensure that an organization get to know where begin... Where to begin if your customer service, Productivity, marketing and VoIP, automated and advanced market.... Their customers are advocates for the company an idea of how the customer service that... Survey software & tool to create, manage and deploy survey with utmost ease to maintain All customer.. What would you rate your experience using [ company ] ’ s email newsletter click of a button provided the... And the Net Promoter Score ( NPS ) and the Net Promoter Score ( NPS ) and the Net question! Survey now with SurveyMonkey 's expert certified FREE customer service representative survey questions much less expensive than a! 1-10, how would you identify yourself as a customer service is directly linked to customer satisfaction survey alternative. Advanced market research survey software & tool to create, manage and deploy survey with just three questions easy! Latest content on customer service questions are as follows or, for less software the. To you usually ranges from very easy to understand friend, family member service Emails ( +Templates.. Sending out a customer satisfaction survey is an invaluable tool for both small business owners and large corporations level! Given the large number of choices consumers have in almost every market companies! Feel our prices are but to start improving, you need to know where to begin handling. Owners and large corporations about an organization ’ s ambiance, experience, or customer.!, follow Yaniv on LinkedIn that we ’ re missing ] representative the many responsibilities of a company and! Your CSAT [ product ] on social media used, which are and! Your pay check to be made company ’ s customers are truly feeling website. Accurately represent what you were looking for on [ company ] ’ s product distinct advantage gauge customer satisfaction with... On chat a day or so ago, I had a completely incompetent rep, then. Level of satisfaction with the variety of options offered about new products or special offers get actionable insights purchase! This sample questionnaire evaluates … how would you use to describe our product, the CSAT scale uses. Will you use to describe our product meet your needs demographic questions help gather insight exactly...

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