Archive for January 30th, 2009

Customer Service Surveys – Incentives Are Needed

Published by Babar Bhatti on January 30, 2009 under Business, Competitive Trends, Consumer Rights, Customer service, Mobile Companies, Telecommunications

:

You may have come across customer service surveys – one example is shown here. If the companies are really serious about getting feedback direct from their customers, then they need to do more than just posting a form online. They should:

  • Post the survey links on their home page. Make it easy for customers to do the survey at the point of sale – say at franchises, when they get a new SIM.
  • Provide incentives to customers for taking the time and effort to complete the survey.
  • Incentives can include a discount, 100 minutes, a small prize etc. This is common practice in many countries.
  • Create a process and system to gather, analyze and go over the feedback received. Use data mining to correlate this feedback to known customer information.
  • Tie employee performance to customer satisfaction
  • Use tools to monitor social media to hear what people are saying about the brand