5 Call Centre Customer Satisfaction Survey Templates That Get Results Related Articles What is a Customer Satisfaction Score (and How to Calculate CSAT) 50 Must-Have Customer Survey Questions 5 Customer Satisfaction Survey Templates How to Maximize the Value of Your Customer Satisfaction Survey Process © Mykyta - Adobe Stock - 197499218 1,153 Filed under - Guest Blogs, Talkdesk Chandler Galt of Talkdesk shares five examples of customer satisfaction (CSat) surveys that help to bring the ideas of how to measure CSat to life. Building Customer Satisfaction Surveys For modern contact centres, analytics provide much of the data that drive business decisions around improving customer satisfaction. But customer satisfaction surveys still provide invaluable information about the quality and effectiveness of the service the customer received. In this article, you can find some of the top customer survey questions and get started quickly with templates that can be used with cloud call centre software for collecting customer feedback. Methods of Collecting Customer Feedback There are a wide variety of indicators which can help you gauge customer satisfaction, and choosing the right ones will depend on your industry and product or service being offered. Customer response also varies widely across mediums, with the highest response levels coming from web-based surveys, SMS messages, or the interactive voice response (IVR) system immediately following a call. How to Measure Customer Experience To accurately assess customer experience, you also need to choose what metric you will use to collect the data. There are a number of ways to do this: Yes/no questions (Were you satisfied with the service you received? Yes / No) Numerical (How satisfied were you on a scale of 1–5, 1–10, etc.) Qualitative (Very satisfied, neutral, very unsatisfied, etc.) Infographics/emoticons (☹️ …) (These are great for web forms!) Open-ended questions (Why did you decide to use our service? _____) Top 5 Customer Satisfaction Survey Templates Below you’ll find five sample call centre survey templates to help you measure customer experience: 1. Net Promoter Score (NPS) Survey Template Often this is the only question you need to ask. Based on Fred Reichheld’s concept of the Net Promoter Score, or NPS, this is an excellent measure of the call centre customer experience as it provides fast and vital information about overall customer satisfaction. You can stick to the numerical assessment or provide qualitative response options (very satisfied, not satisfied, etc.). If you do decide to use the additional long answer question, make it optional for customers who don’t feel like taking the time to write out a full answer. 2. Customer Satisfaction Score (CSat) Survey Template Here is another simple assessment the call centre can use to gauge customer satisfaction. The numerical scale can be adjusted to whatever level of detail you need (1–5, 1–7, 1–10, etc.) about the customer experience. 3. Customer Effort Score (CES) Template Besides overall satisfaction with the quality of their service, customers call you because they need to achieve a result. By asking about overall customer satisfaction with what they achieved, you can cut to the core of their main purpose in calling: getting results. 4. Open-Ended Questions Survey Template The kind of information you get about customer satisfaction from open-ended customer survey questions can be a bit more esoteric, and should generally be used only with more loyal customers, as the time it takes to complete can be a turn-off for some. Here are a few examples of open-ended questions: Why did you decide to use our company’s service? Did you consider any of our competitors? If so, which one(s)? What is most important to you when considering this type of company/product/service? Do you have any questions you were unable to answer from your call? Would you recommend us to a friend or colleague, and why? 5. Long-Form Customer Satisfaction Survey As with open-ended questions, a longer survey should only be used when you have a higher level of confidence in customer loyalty, or when more in-depth responses are necessary for contact centre quality management. In addition to any of the questions shown above, here are some additional data points you may want to collect: Choose the option that best describes your role: Founder, Executive, Manager, Contributor, etc. How many people work at your company: 1–10, 11–50, 50–100, 100–500, etc. Do you have any suggestions for improving our product/service? (long answer) Any additional comments? (long answer) Implementing Customer Feedback Surveys in Your Call Centre There are as many different questions for your customer satisfaction survey as there are ways to ask them. You can use one of the questions above or any combination to effectively gauge customer experience. With the right distribution channel and a carefully chosen set of survey questions and metrics, you can get the information you need to make every customer interaction a success. Author: Robyn Coppell Published On: 2nd May 2019 - Last modified: 7th May 2019 Read more about - Guest Blogs, Talkdesk Recommended Articles What is a Customer Satisfaction Score (and How to Calculate CSAT) 50 Must-Have Customer Survey Questions 5 Customer Satisfaction Survey Templates How to Maximize the Value of Your Customer Satisfaction Survey Process Related Reports Report: UK Contact Center Verticals - Finance eBook: Generative AI and the Contact Center of the Future Report: Global Contact Center KPI Benchmarking CCW Market Study: State of Generative AI Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter