Customer Surveys – an Important Tool for Monitoring Customer Satisfaction and Responding to Problems
Contact center and enterprise business environments are adopting automated analytics (speech, desktop, social media) as tools to understand the customer sentiment during every interaction/transaction.
Take that “need to know” the customer experience a step further – then customer surveys have to be elevated to one of the most important aspects of a company’s customer satisfaction programs. More and more companies realize they need to learn everything about the customer experience. They are now demanding solutions to enable them to know everything about each transaction.
To fill that need they are utilizing different forms of surveys such as immediate telephone surveys, follow-up email or telephone call surveys, and even independent 3rd party verification surveys for totally impartial reporting.