Customer surveys are actually are report card if the same is filled by the customer who has actually experienced our service. But we have seen people sending this is to only customers who didn't complain or had any other unpleasant experience. But department leaders should emphasize and explain why it is necessary to get this from all customers as this will only make you better and may highlight some things which you haven't even thought you were doing right. Survey forms should ask crisp and clear questions along with ratings and brief note section where they can summarise their experience . Also all customer filling customer service form should be rewarded with their testimonials on company website which appreciates their support.

Customer feedback is imperative to be able to improve operations & increase revenue. What you don’t know, WILL hurt you. Surveys are useful only when they are answered. To get warranted results you must keep surveys short. The questions asked are imperative to improving services. They must be crafted in a manner that clearly states where improvements are needed. Leave no room for a “maybe” answer. Keep the questions tightly woven in areas you may already know need adjustments. It will make things clearer & provide the data needed to provide better service.

Effective customer feedback through surveys is a fundamental step in improving service quality. It is an important part of Voice of Customer. Thank you for tips. Some more pointers that are useful: Sample should be random, without bias. Otherwise the data could, for example, be skewed towards those customers who are very satisfied already. Then the exercise becomes futile. The method used and response rate is also an important factor. Online options like Survey monkey, Google Forms will give a higher response compared to sending a questionnaire in the mail. Simple questions may also be sent via SMS/Whatsapp Analyze the data and arrive at key drivers of customer satisfaction through a regression analysis. This will help in priortizing.